Complaints Policy

Complaints Policy

Last Reviewed: 31/03/2025

Next Review Date: 31/03/2027

1. Purpose

The purpose of this policy is to establish a clear and transparent process for addressing and resolving complaints. 

2. Scope

This policy covers complaints received from clients, customers and other external parties about the Company’s services or activities. It applies to all employees who receive or handle those complaints.

Staff employment concerns are covered by the Company’s Grievance, Anti-Bullying and Harassment, and Whistleblowing procedures, as appropriate.

Where an external complaint raises concerns about employee conduct, discrimination, harassment or wrongdoing, the relevant Company procedure will also apply. Action under that procedure must not be delayed solely because a Complaints Form QF08 has not been completed.

3. Principles  

Complaints shall be treated fairly, impartially, and without prejudice.

Complaints shall be acknowledged promptly, and efforts will be made to resolve them within 10 working days.

Complaints shall be confidentially dealt with, disclosing only to relevant personnel directly involved in the resolution process.

Where complaints highlight and identify opportunities for improvement, actions will be implemented to prevent recurrence. 

4. Reporting and Handling

Complaints must be in written form using our Complaints Form QF08

On receipt of the completed form, it shall be checked and if the complaint pertains to an activity we are responsible for, the information shall  be transferred into the Complaints Register in Monday.Com, a  unique autogenerated complaint number shall be assigned and will remain throughout the complaint process.  If the complaint does not relate to an activity we are responsible for the client will be advised accordingly.  

An acknowledgement of receipt should be issued to the complainant within 24 hours quoting the complaint  number via e-mail.  

5. Investigation and Resolution

A member of the Management Team shall be assigned and will be responsible for dealing with the complaint, should the complaint be in relation to an activity a member of the management team was involved in, they will not participate in the communication, review or approval of the outcome.

Collaboration involving relevant parties with be initiated to identify the root cause and to reach a satisfactory resolution.

Transparent communication will be maintained with the complainant throughout the investigation and resolution process, providing updates where necessary.  In the event that the process takes longer than the company's timeframe of 10 working days,  the complainant will be advised and kept up to date with the progress. 

6.  Corrective Actions

  Investigations that have established Non-Conforming Work and/or Risks , must be dealt with in accordance with their respective sections and suitable Corrective Actions implemented to prevent recurrence.   

7. Documentation 

Comprehensive records shall be securely kept and maintained, and the Complaint Register updated at each stage. 

8. Training 

Relevant personnel will receive appropriate training to ensure they are competent and possess the necessary skills to effectively fulfill the complaints process.