GATEWAY ACCOMMODATION SOLUTIONS LTD COMPLAINTS POLICY AND PROCEDURE
We at Gateway Accommodation Solutions believe that if a customer wishes to make a complaint or register a concern they should find it easy to do so. Gateway Accommodation Solutions’ policy is to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation.
We at Gateway Accommodation Solutions believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction and possible litigation. Gateway Accommodation Solutions supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at between just the complainant and Gateway Accommodation Solutions. If this fails due to either Gateway Accommodation Solutions or the complainant being dissatisfied, then the following procedure applies;
Aim
Our aim is to ensure that our complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
Goals
Customers and their representatives are aware of how to complain, and that Gateway Accommodation Solutions provides easy access to opportunities for them to register their complaints
A named person will be responsible for the administration of the procedure.
Every written complaint is acknowledged within two working days
Investigations into written complaints are held within 28 days
All complaints are responded to in writing by Gateway Accommodation Solutions
Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that
they can cause to both Gateway Accommodation Solutions and their customers..
The named manager, with responsibility for dealing with complaints, is Mark Winship. Gateway Accommodation Solutions Limited, The Grange, 59 High Street, Kegworth, DE74 2DA
Complaints Procedure
Oral Complaints
All oral complaints will be taken seriously. Staff will do their very best not to adopt a defensive attitude to complaints.
Gateway Accommodation Solutions employees who receive an oral complaint will seek to solve the problem immediately if possible.
If staff cannot solve the problem immediately they will offer to refer the matter to the complaints manager to deal with the problem.
All contact with the complainant will be polite, courteous and sympathetic.
At all times staff will remain calm and respectful.
Gateway Accommodation Solutions Employees will not accept blame, make excuses or blame other
employees.
If the complaint is being made on behalf of the customer by an advocate it must first be verified that
the person has permission to speak for the customer, especially if confidential information is involved. For the avoidance of doubt it should be assumed that the customer’s explicit permission is needed prior to discussing the complaint with the advocate.
The manager or member of staff dealing with the complaint will suggest a course of action to resolve the complaint. If this course of action is acceptable to the customer then the member of staff will clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant.
If the suggested plan of action is not acceptable to the complainant then the member of staff or manager will ask the complainant to put their complaint in writing to Gateway Accommodation Solutions and give them a copy of the complaints procedure and form for completion.
In both cases details of the complaint should be recorded on a complaint form. Written Complaints
When a complaint is received in writing it should be passed on to the named complaints manager who should record it in the complaints record and send an acknowledgment letter within two working days. The complaints manager will be the named person who deals with the complaint through the process. (Mark Winship).
If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, preferably in writing, must be obtained from the customer.
A copy of the complaint’s procedure will be given to the customer.
If the complaint raises potentially serious matters, advice will be sought from a legal advisor. If legal action is taken at this stage any investigation by Gateway Accommodation Solutions under the complaints procedure will cease immediately.
Immediately upon receipt of a complaint Gateway Accommodation Solutions will launch an investigation and within 28 days should be in a position to provide a full summary of that investigation to the complainant.
If complaint requires an investigation beyond 28 days in duration, the complainant should be informed of any delays.
Gateway Accommodation Solutions’s complaints procedure will be audited by the manager every six months.
Training
Caroline Winship is responsible for organising and co-ordination of staff training in relation to the handling of complaints.
All staff should be trained in dealing with and responding to complaints. Complaints policy training is included in the induction training for all new staff and in-house training sessions on handling complaints are conducted at least annually and all relevant staff will attend.
NEXT REVIEW DATE : December 2024
