It is important that all contacts are handled in an efficient, prompt and polite manner. From time to time, however, complaints will be received and the purpose of this instruction is to lay down the procedures to be followed in handling these.
Definition of a Complaint
A complaint is defined as a concern from a referrer or client, which requires formal resolution:
1. Alleging that Our Sansar Limited is not providing the service, which it declares to offer.
2. Implying inefficiency on the part of the Our Sansar
3. Suggesting that an employee (paid or voluntary) working for Our Sansar has not acted in a proper manner when dealing with a Referrer or a Client.
Complaints in the following areas should always be dealt with positively, constructively and politely but should not be regarded as complaints to be recorded under this system:
- Complaints from staff and volunteers on contractual or administrative matters.
- Complaints about a lack of service which is outside the ambit of services dealt with by the Our Sansar.
All complaints received will be recorded in the Complaint’s Register. The information recorded will be used in a positive manner to help improve the service provided to Referrers and Clients.
The Register will contain the following information:
Date/nature of complaint/action taken/outcome/date final reply sent.
At the end of each quarter the development officer will review the Register and give a report to the director. An Annual Report will be presented to the board of trustees.
Handling a Complaint
All complaints related to Our Sansar will be dealt with by the director.
Complaints about the director, personally, will be passed to the co-director to be dealt with.
When a complaint is received (whether in person, in writing or by telephone) the following action should be taken:
1. Always be courteous and polite regardless of the nature of the complaint.
2. Endeavour to deal with the complaint as quickly as possible.
3. Wherever possible, deal with the complaint on the spot by listening fully to the concerns of the complainant and giving a positive and full response. Record the complaint in the Record of Complaints.
4. If it is not possible to deal with the complaint on the spot advise the complainant:
a) that they can be assured the complaint will receive a full and proper investigation and be dealt with promptly.
b) that to enable a full investigation to take place there will be a delay in replying. However, every effort will be made to reply within seven working days.
c) of a named contact, telephone numbers and address for them to follow up their complaint.
5. Ensure the complainant receives a full reply to the complaint within the target timescale of fourteen working days, or if this is not possible provide an interim reply indicating when a full response should be possible.
6. Record the Complaint in the Complaint’s Register.
7. Maintain a file of all complaints.