What the policy is designed to achieve (aims)
This policy is designed to ensure we provide a prompt, fair and effective resolution to all complaints. We welcome any comments to provide us with valuable information on how we can improve our service and performance. It is useful to know when we are doing something well, through compliments.
We commit to doing the following:
- Provide an easy and accessible way to raise complaints
- Consider all relevant information and evidence carefullyCorporate Complaints, Comments and Compliments Policy (May 2024)
- Investigate all complaints on their merits in an impartial and fair manner
- Take measures to address any actual or perceived conflict of interest in the management of complaints
- Review and act on any lessons learned following receipt of a complaint to improve our services
- Provide training and support to staff involved in the complaints handling process, enabling them to have the skills and knowledge required to effectively manage complaints received and contribute to a positive resolution
- Ensure that we facilitate a culture of continuous improvement by analysing trends and patterns in complaints, identifying systematic issues, and using data to implement corrective actions to improve service delivery and prevent recurrence of the complaint.
