Gina Blundell, trading as GinaBee is committed to providing a high quality service and working in an open and accountable way that builds trust and respect. One of the key ways in which we can continue to improve our service is by listening and responding to the views of our clients and customers, in a transparent, respectful and collaborative way.

 

AIMS OF THIS POLICY

 

We aim to ensure that:

 

• making a complaint is a straight forward and simple process
• we are open to feedback and suggestions at all times
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for responsible and timely action
• we deal with complaints pro-actively, politely with mutual trust and respect and, when appropriate, confidentially
• 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 our complaints policy and procedures annually.

 

We recognise that many concerns will be raised informally, and dealt with quickly.

 

Our aims when this happens are to:

 

• • resolve informal concerns quickly
  • keep matters low-key
  • enable mediation between the person making the complaint and the individual to whom the complaint has been referred

 

This policy ensures that we are dealing with complaints from customers and other members of the public about our services, facilities, staff and volunteers consistently.

 

Definitions

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.

 

Complaints

This formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and where possible resolved to the person making the complaint’s satisfaction.

 

Responsibilities

Gina Blundell, trading as GinaBee’s 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.

 

As the person making the complaint it is your responsibility to:

 

• bring their complaint, in writing, to Gina Blundell, trading as GinaBee’s attention, normally within 4 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff in Gina Blundell, trading as GinaBee
• explain the problem as clearly and as fully as possible, including any action taken to date and possible outcomes you require;
• allow Gina Blundell, trading as GinaBee a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond Gina Blundell, trading as GinaBee’s reasonable control

 

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the person making the complaint and Gina Blundell, trading as GinaBee maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the person making the complaint.

 

Complaints Procedure

Written records shall be kept by Gina Blundell, trading as GinaBee 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 or the complaint warrants formal investigation, then the formal complaints procedure should be followed.

 

Stage 2
If the complaint cannot be resolved informally or the complaint is of sufficient seriousness to warrant a formal investigation the following procedure will be followed.
It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to handle the complaint.

1. A formal complaint must be confirmed in writing.
2. Gina Blundell, trading as GinaBee shall acknowledge the complaint in writing within one week of receiving it.
3. The complaint will be investigated and any conclusions reached shall be discussed with relevant members of the team.
4. You will receive a response based on the investigation within 14 days of the complaint being received. If this is not possible we will write to you explaining the reason why and confirm a new time frame.

 

Stage 3

1. If you are not satisfied with the outcome of our investigation then you will have the right to appeal our decision.
2. In the event of an appeal, another member of Gina Blundell, trading as GinaBee will review the complaint, our investigation and the outcome or in some circumstances we will appoint an independent third party to undertake the appeal on our behalf.
3. The person considering the appeal may need further information from you and/or us as part of that process.
4. The appeal will be heard and responded to within four weeks in writing and the decision on the appeal will be final.

 

You may use the form below to submit a complaint about Gina Blundell, trading as GinaBee.