Compliments and Complaints Policy and Procedure
1 Our Aim
My Dream Floor LTD is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
• making a compliment or complaint is as easy as possible.
• we welcome compliments, feedback and suggestions.
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
• we deal with it promptly
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally and dealt with quickly.
Our aims are to:
• resolve informal concerns quickly.
• keep matters low-key.
• enable mediation between the complainant and the individual to whom the complaint has been referred.
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide. A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
5. Responsibilities
My Dream Floor Ltd LTD responsibility will be to:
• acknowledge the formal complaint in writing.
• respond within a stated period of time.
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.
A complainant’s responsibility is to:
• bring their complaint, in writing, to My Dream Floor LTD’s attention normally within 8 weeks of the issue arising.
• raise concerns promptly and directly with a member of staff in My Dream Floor LTD
• explain the problem as clearly and as fully as possible, including any action taken to date.
• allow a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond My Dream Floor LTD’s control.
7. Complaints Procedure:
Written records must be made by My Dream Floor LTD at each stage of the procedure.
Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made, and the following procedure should be explained to them.
a) A formal complaint must be made in writing via email or letter to sales@mydreamflooring.co.uk or My Dream Floor LTD T/A My Dream Flooring, Whitestone Business Park, Saltwells Road, Middlesbrough, TS4 2ED.
b) In all cases, the complaint must be passed on to a Collections Manager or Fitting Manager. In the event of a complaint about the Collections Manager or Fitting Manager, the complaint should be passed to the Office Manager.
c) The Collections Manager or Fitting Manager or The Office Manager, depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.
d) One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
e) The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received.