Complaints Policy
Our aim
- Making a complaint is as easy as possible.
- 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
- We recognise that many concerns will be raised informally and dealt with quickly.
- Our aims are to:
- resolve informal concerns quickly.
- keep matters discrete.
- enable mediation between the complainant and the individual to whom the complaint has been referred.
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.
What is a Complaint?
A complaint is an expression of dissatisfaction, whether justified or not.
Where Complaints Come From
Complaints may come from any individual or organisation who has a legitimate interest in HMEG, including the general public if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should refer to HMEG internal policy on such matters.
Confidentiality
All complaints received will be dealt with confidentiality and in accordance with the requirements of the Data Protection Act 1998, subject to the need to disclose information as required by statutory authorities, and/ or as a result of statutory, legal or parliamentary obligations placed. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Our Policy Covers Complaints About:
- The standard service you should expect from us
- The behaviour of our staff in delivering that service
- Any action, or lack of action, by our staff or others engaged.
- We refer to these complaints as “service complaints”.
Our Complaints Policy Does Not Cover:
- Comments about our policies or policy decision
- Matters that have already been fully investigated through this complaint’s procedure
- Anonymous Complaints.
We refer to these types of comments or complaints as ‘non-service complaints’. These are handled differently, as set out in the ‘Comments and Non-Service Complaints’ section within our Complaints Procedure.
Our standards for handling complaints
- We can receive formal complaints by letter or email, informal complaints can be expressed over the phone. We treat all complaints seriously.
- You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat our staff with the same courtesy, respect and fairness.
- We will treat your complaint in confidence within the business.
- We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20 working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
We will not treat you less favourably than anyone else because of your:
- Sex, legal marital status or same sex partnership status: this includes
- Family status,
- Responsibility for dependants,
- Gender (including gender reassignment, whether proposed, commenced or completed)
- Sexual orientation
- Colour or race: this includes
- Ethnic origin
- National origin
- Nationality
- Disability
- Religious or political beliefs
- Trade union affiliation
- Any other unjustifiable factors, for example:
- Language difficulties,
- Age,
- Pregnancy
- Maternity/Paternity
- Third Party Reporting
Complainants may wish to have a third-party act on their behalf. A third party is any person or organisation acting on behalf of or making enquiries for the complainant.
For example, third parties may include:
- Advice organisations
- Professionals such as
- Social workers
- Community psychiatric nurses
- Doctors
- Solicitors
- Legal Representatives
- Family Members or Friends
Where a third party is helping a complainant with a particular complaint, we need written consent to that effect. Where we have this authority, we will endeavour to take all possible steps to keep the third party informed of progress on the complaint.
Some lawyers and attorneys are legally empowered in certain circumstances to act on behalf of a complainant, and consent to disclose information is not required.
How to complain to us
If you wish to make a complaint, you can do so by email or letter. If you are disabled, and need a reasonable adjustment to ensure you can register your complaint, you can contact us alternatively by:
- Telephone (one of the in-office staff will help you by writing out your complaint)
- Asking a member of staff to help you in writing out your complaint
Our contact details are in the Contact Us section below. If you require different adjustments, let us know and we will try and put those arrangements in place where necessary and possible.
Contacting Us
All complaints and requests for review under our complaints policy and procedure should be sent as follows.
By Post: Unit 22, Finns Business Park Mill Lane, Crondall, Surrey, GU10 5RX
By Email: admin@heathlandsltd.co.uk
If you are unable to contact us in writing as above, and require a reasonable adjustment because you are disabled person, you may contact us as follows:
Telephone: 01252 645589