Highway Hill Complaints Procedure

Policy Statement – Draft

We at Highway Hill believe that if a customer wishes to make a complaint or register a concern, they should find it easy to do so. Highway Hill’s policy is to welcome complaints and look upon then as an opportunity to learn, adapt, improve, and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.

The policy is not designed to apportion blame, to consider the possibility of negligence, or to provide compensation. It is NOT part of our disciplinary policy.

We at Highway Hill believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction, and possible litigation. Highway Hill supports the concept that most complaints if dealt with early, openly and honestly, can be resolved between Highway hill and the complainant. If this fails due to either Highway Hill or the complainant being dissatisfied we will look to the local Ombudsman for guidance and resolution.

Aim

Highway Hill aims to ensure that its complaints procedure is properly and effectively implemented and that the complainant feels confident that their complaints and concerns are listened to and acted upon promptly and fairly.

Goals

Customers and their representatives are aware of how to complain, and that Highway Hill provides easy to use opportunities for them to register their concerns and complaints.

A named person will be responsible for the administration of the procedure.

Every complaint whether verbal, via email, or by letter will be acknowledged within two working days.

Investigations into complaints are held for 28days.

All complaints are responded to in writing by HighwayHill.

Complaints are dealt with promptly, fairly, and sensitively with due regard to the concerns of all parties concerned.

Complaints Procedure

Oral complaints

All oral complaints, no matter how seemingly unimportant, should be taken seriously. There is nothing to be gained by staff adopting a defensive or aggressive attitude.

Highway Hill employees who receive an oral complaint should seek to resolve the problem immediately if possible.

If staff cannot resolve the problem immediately they should offer to refer the matter to the complaints manager to deal with the problem.

All contact with the complainant should be polite, courteous, and sympathetic. At all times staff should remain calm and respectful.

Highway Hill employees should not accept blame, make excuses, or blame other employees.

If the complaint is made on behalf of the customer by an advocate it must first be verified that the person has permission to speak on behalf of the customer, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the customer when they may not. If in doubt it should be assumed that the customer’s explicit permission is needed before discussing the complaint with the advocate.

After reviewing the problem, each manager or member of staff dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then the member of staff dealing with the complainant or their advocate will discuss the resolution to see whether it is acceptable.

All resolutions will be issued to the complainant or their advocate in writing. This ensures that we have a complete cycle of records.

If the suggested resolution is not acceptable to the complainant or their advocate then we would ask that they place their complaint in writing to Highway Hill.

In both cases, details of the complaint should be recorded on a complaint form.

Written Complaints

When a complaint is received in writing it should be passed onto the named complaints manager who should record it in the complaints book and send an acknowledgment letter within two working days to the complainant.

If necessary, further details should be sort from the complainant or their advocate.

If the complaint is made on behalf of the customer by an advocate it must first be verified that the person has permission to speak on behalf of the customer, especially if confidential information is involved. It is very easy to assume that the advocate has the right or power to act for the customer when they may not. If in doubt it should be assumed that the customer’s explicit permission is needed before discussing the complaint with the advocate.

A copy of the complaints procedure will be given to the complainant.

If the complaint raises potentially serious matters, advice should be sort from a legal advisor. If the legal action is taken at this stage and investigations by Highway Hill under the complaints procedure will cease immediately.

Where we cannot resolve any complaints using our own complaints procedure, we will go to the local ombudsman for guidance and resolution.

Immediately on receipt of a complaint, Highway Hill will launch an investigation. Your complaint will receive an acknowledgment and if straight forward we will be in a position to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned. If the details of the complaint are more complex we will keep the complainant updated of our progress.

If the issues are too complex to be resolved within 10 working days, the complainant will be informed.

If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate.

At the meeting, a detailed explanation of the results of the investigation should be given and also an apology if it is deemed appropriate.

Such a meeting allows HighwayHill to show the complainant that the matter has been taken seriously and has been thoroughly investigated.

After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be issued to the complainant. This should include details of what the customer can do next if they are not satisfied with the resolution.

The outcomes of the investigation and the meeting should be recorded on the appropriate

documentation and any shortcomings in HighwayHill’s procedures should be identified and acted upon.

Highway Hill complaints procedure should be audited by the manager every six months.

Training

The Highway Hill team undergoes regular customer handling and complaints training.

Contact Details

Address: Highway Hill ltd- The Barnyard, Highway, Calne, SN11 8SR Telephone: 01249760488

Email: enquiries@highwayhill.co.uk