Complaints Policy and Procedure

The purpose of this Policy is to:

• define what a complaint is;
• explain who can make a complaint;
• explain how to make a complaint;
• explain the process we will follow when dealing with a complaint, so that everyone knows what they can expect;
• set out how we will monitor complaints, use information to improve services and identify training needs.

Our guiding principles

We will:

• put you, the customer, at the heart of the process, showing understanding for the issues you raise;
• treat all complaints seriously, with an honest and open mind, and do everything we can to deal with them efficiently and effectively;
• be open minded and flexible in our approach whilst operating within our processes;
• say sorry if we have made a mistake, or something has gone wrong, and we will put it right as soon as possible;
• aim to resolve complaints at the earliest opportunity;
• keep you informed about the progress of your complaint;
• make sure our responses are open and honest, based on the evidence available, address all elements of the complaint, and provide clear explanations for decisions made;
• ensure our procedure is equally accessible irrespective of age, disability, gender, gender reassignment, marriage and civil partnership, pregnancy and maternity, sexual orientation, race, religion or belief;
• use complaints information in a positive way to identify training requirements, improve processes, and share learning when appropriate to prevent similar occurrences in the future.