Complaints Procedure

1. Our Aim


Claim 3000 is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.
Therefore we aim to ensure that:
• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• 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, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally, and dealt with quickly.
Our aims are to:
• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.


2. Definitions


A compliment is an expression of satisfaction about the standard of service we provide.
A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
3. Purpose
We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.


4. Complaints


The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.


5. Responsibilities


 Claim 3000 responsibility will be to:
• acknowledge the formal complaint in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant’s responsibility is to:
• bring their complaint, in writing, to Claim 3000s attention normally within 8 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff in Claim 3000
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Claim 3000 a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond Claim 3000s control