Complaints Policy of Data Technics It Ltd
Data Technics IT Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone at Data Technics IT Ltd knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do.
Definition of a Complaint
Where Complaints Come From
A complaint can be received verbally, by phone, by email or in writing. (This policy does not cover complaints from staff, who should use Data Technics IT Ltd’s Discipline and Grievance policies.)
Adopted on: 28 September 2015
Last reviewed: 2 October 2015
Complaints Procedure of Data Technics IT Ltd
Publicised Contact Details for Complaints:
Verbal complaints may be made by phone to 0845 166 1414 or in person to any of Data Technics IT Ltd’s staff at 60 Ascot Gardens, Southall, Middlesex UB1 2SA.
Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant's name, address and telephone number
- Note down the relationship of the complainant to Data Technics IT Ltd (for example: client, member)
- 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.
Whether or not the complaint has been resolved, the complaint information should be passed to the Company Management within 5 business days.
On receiving the complaint, Company Management records it 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 5 bussiness 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 four 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 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. Monitoring and Learning from Complaints Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
Appendix 1 - Practical Guidance for Handling Verbal Complaints
- Remain calm and respectful throughout the conversation
- Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to "let off steam"
- Don't debate the facts in the first instance, especially if the person is angry
- Show an interest in what is being said
- Obtain details about the complaint before any personal details
- Ask for clarification wherever necessary
- Show that you have understood the complaint by reflecting back what you have noted down
- Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g "I understand that this situation is frustrating for you"
- If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
- Ask the person what they would like done to resolve the issue
- Be clear about what you can do, how long it will take and what it will involve
- Don’t promise things you can’t deliver
- Give clear and valid reasons why requests cannot be met
- Make sure that the person understands what they have been told
- Wherever appropriate, inform the person about the available avenues of review or appeal
Last updated (revision 1.0) - 02 October 2015