Complaints Policy of
Different Touch Ltd
Different Touch Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at Different Touch Ltd knows what to do if a complaint is received.
To make sure all complaints are investigated fairly and in a timely way
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Different Touch Ltd.
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate interest in Different Touch Ltd.
A complaint can be received verbally, by phone or by email.
Responsibility & Review
Overall responsibility for this policy and its implementation lies with the Managing Director. This policy is reviewed regularly and updated as required.
Complaints can be sent by e-mail to firstname.lastname@example.org
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to the Managing Director within 48 hours.
On receiving the complaint, this is recorded into the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at
Stage One, they can request that the complaint is reviewed at Director level. At this stage, the complaint will be passed to the Managing Director.
The request for Directors level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The person who receives Stage Two complaints may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Directors decides it is appropriate to seek external assistance with resolution.
Variation of the Complaints Procedure
The Directors may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Managing Director should not also have the Managing Director as the person leading a Stage Two review.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Practical Guidance for Handling Verbal Complaints
Remain calm and respectful throughout the conversation.
Listen - allow the person to talk about the complaint in their own words.
Sometimes a person just wants to "let off steam".
Don't debate the facts in the first instance, especially if the person is angry.
Show an interest in what is being said.
Obtain details about the complaint before any personal details.
Ask for clarification wherever necessary.
Show that you have understood the complaint by reflecting back.