Complaints Policy & Procedures

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When we receive a complaint, verbal (over the phone or on the premises) you must always ask for it to be put in writing/email.

Once a written complaint is sent to us, please respond/acknowledge with the following message:

“We acknowledge receipt of your complaint and this has been forwarded to the Registered Manager, Katie Ellison. Your complaint will be looked into and we will contact you within 7 – 10 working days”.

The written complaint is then printed for the attention of Katie. Once Katie has finalised her written reply, within the 7 – 10 working days timescale, it is updated, printed and filed. The complaints are to be looked at on a 3 monthly basis, to ensure that there are no patterns emerging or areas that need to be improved. Katie also wants them to be discussed at our Staff meetings and used as a positive tool rather than a negative.

It is important that we adhere to the following guidelines when dealing with complaints:

Respond specifically to the issues brought up by the Client.
Provide a specific apology that acknowledges any mistakes we have made.
State exactly what we intend to do (or indeed have already done) to make it right.
Propose how we will improve the customer’s experience in the future.

June 2021.

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