Name of Process: Complaints Process
Process Owner: L Russell
Created By: Qubic Group Plc
Date Created: 01/07/2015
Last Updated By: L Russell
Last Revision Date: 01/07/2017
The purpose of the Complaints Process is to improve Qubic’s ability to swiftly and efficiently deal with all and any complaints.
This process pertains to dealing with complaints.
The process input for the Complaints Process is the receiving of a complaint. Once this input is identified, the Complaints Process will be initiated.
Contact Details for Complaints
Written complaints may be sent to Qubic Group Plc at C1 The Courtyard, Alban Park, St Albans AL4 0LA or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 020 8601 7000 or in person to any of Qubic Group’s staff.
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.
Complaints received by telephone or in person will be recorded.
The person who receives a complaint by phone call or in person will:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Note down the relationship of the complainant to Qubic Group (for example: customer)
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
Whether or not the complaint has been resolved, the complaint information should be passed to a member of the Senior Management Team within one day.
On receiving the complaint, it is recorded in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within two working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.
Ideally complainants should receive a definitive reply within one working week. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to a Director.
The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Director may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
The output for this process is a complaint satisfactorily dealt with.
Exceptions to Normal
Any concerns/complaints raised by customers regarding service issues will be logged in CRM under the customer contract and a unique case number issued. Unless an issue is identified as an official complaint then most concerns are dealt with via CRM
Control Points and Measurements
A control point and measurement is established when the complaint is passed to a member of the Senior Management Team