Complaints Policy
Complaints Policy
- Purpose
This policy outlines the process for receiving, handling, and resolving complaints to ensure that all concerns raised by stakeholders, customers, employees, or other relevant parties are addressed in a timely, fair, and consistent manner. The policy is designed to promote transparency, accountability, and continuous improvement within the organisation.
- Scope
This policy applies to all complaints received by the organization, whether from customers, employees, suppliers, or other stakeholders. It covers complaints related to products, services, policies, procedures, and any other aspect of the organization’s operations.
- Definition of a Complaint
A complaint is defined as any expression of dissatisfaction, whether oral or written, about the organization's products, services, employees, or procedures, where a response or resolution is explicitly or implicitly expected.
- Guiding Principles
- Accessibility: Information about how to make a complaint should be readily available and easy to understand.
- Responsiveness: Complaints should be acknowledged promptly and handled in a timely manner.
- Fairness: All complaints will be dealt with impartially, ensuring that all sides are heard and considered.
- Confidentiality: Personal information related to the complaint will be kept confidential and only disclosed if necessary to resolve the complaint.
- Transparency: The process for handling complaints should be clear and transparent, with all involved parties being kept informed of progress.
- Continuous Improvement: Complaints will be analysed to identify trends and areas for improvement in the organization's operations.
- Complaint Handling Procedure
Step 1: Lodging a Complaint
- Complaints can be submitted through various channels, including in person, by phone, email, or through an online form available on the organization’s website.
- Complainants should provide as much detail as possible, including their name, contact information, the nature of the complaint, and any relevant supporting evidence.
Step 2: Acknowledgment
- All complaints will be acknowledged within 2 working days of receipt.
- The acknowledgment will include the name and contact details of the person handling the complaint and an outline of the next steps.
Step 3: Investigation
- A designated staff member or team will investigate the complaint.
- The investigation process may involve reviewing documents, interviewing relevant parties, and consulting with subject matter experts.
- The investigation should be completed within 10 working days, or the complainant should be informed of any delays and the revised timeline.
Step 4: Resolution
- Once the investigation is complete, the organization will communicate the outcome to the complainant, including any actions taken or proposed.
- If the complainant is satisfied with the resolution, the complaint will be closed.
- If the complainant is not satisfied, they may request a review or escalate the complaint as per the escalation procedure.
Step 5: Escalation
- If a complainant is not satisfied with the initial resolution, they may request a review by a higher authority within the organization (e.g., a manager or director).
- The escalated complaint will be reviewed, and a final decision will be communicated within 10 working days.
Step 6: Closure
- A complaint is considered closed when the complainant accepts the resolution or if no further action can be taken.
- The outcome will be documented, and the complaint record will be kept for 2 years for future reference and analysis.
- Monitoring and Review
- The organization will regularly review complaint handling data to identify trends and areas for improvement.
- This policy will be reviewed annually or as needed to ensure its effectiveness and alignment with best practices.
- Responsibilities
- All Employees: Responsible for understanding and adhering to this policy.
- Managers/Supervisors: Responsible for ensuring that complaints within their area are handled in accordance with this policy.
- *Designated Complaint Handler: Responsible for the investigation and resolution of complaints.
- Senior Management: Responsible for overseeing the implementation and effectiveness of this policy.
- Communication
- This policy will be communicated to all employees and made available to stakeholders through the organization’s website and other appropriate channels.
- Policy Review
- This policy will be reviewed annually and updated as necessary to reflect changes in organizational practices or legal requirements.