Afterglow Compliments and Complaints Policy and Procedure
1. Policy Statement
Afterglow 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 customers, 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, politely 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 annually our complaints policy and procedures
We recognize 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 customers about our services and content.
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, a phone call, in writing, email or any other method.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and considered for future concepts.
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
Afterglows responsibility will be to:
acknowledge the formal complaint in writing;
respond within 7 business days;
deal reasonably and sensitively with the complaint; and
take action where appropriate.
A complainant's responsibility is to:
bring their complaint, in writing, to Afterglow’s attention within 8 weeks of the issue arising;
raise concerns promptly and directly with a clear email explaining the problem as clearly and as fully as possible, including any action taken to date;
allow Afterglow a reasonable time to deal with the matter, and
recognize that some circumstances may be beyond Afterglow’s control.
6. Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Afterglow 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 complainant.
7. Complaints Procedure
Written records must be made by Afterglow 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. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.
A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
In all cases, the complaint must be passed on to Ashley Edmonds.
Ashley Edmonds must acknowledge the complaint in writing within one week of receiving it.
The complaint will be investigated. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
Stage 3:
If the complainant is not satisfied with the above decision then a full refund will be granted.
COMPLAINTS FORM - INITIATE COMPLAINT
Please include the following information in your email to sweetlyash@gmail.com with your complaint.
We would like you to return this form as soon as possible.
Your Name
Address
Telephone
Date of incident
Approximate time of incident
Suggestion / Complaint
What action would you like to be taken?
What times are convenient for you to have an appointment to discuss this?
