Introduction to Complaints Policy & Procedure
ABC Ltd strives for high standards in service delivery and welcomes feedback from individuals, users of our services, stakeholders, funding bodies and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work.
The objectives of ABC Ltd complaints policy and procedures are to:
a) Ensure everyone knows how to make a complaint and how a complaint will be handled;
b) Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames;
c) Provide individuals with a fair and effective way to complain about our work;
d) Ensure that complaints are monitored to improve our services.
ABC Ltd will ensure that we:
a) Listen carefully to complaints and treat complaints as confidential, where possible;
b) Record, store and manage all complaints accurately and in accordance with the Data protection Act;
c) Investigate the complaint fully, objectively and within the stated time frame;
d) Notify the complainant of the results of the investigation and any right of appeal;
e) Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence;
f) Report on an annual basis, the number of complaints received, the outcomes and any actions taken.
Read the full Complaints Policy & Procedure here
