Complaints Policy
Introduction
Abbey Community Association and its trading arm Abbey Commercial Services Ltd (collectively the Abbey Centre) aim to provide high quality services which meet our customer needs. We believe we achieve this most of the time. When we get it right, it is always good to know.
In order to ensure the standard of our services remains high and improves, we have a procedure through which you can let us know if, for any reason, you are not satisfied in your dealing with us.
This policy and procedure guide covers the Abbey Community Association’s approach and procedures for investigating, responding to and monitoring complaints.
These policies and procedures do not cover legal disputes arising from alleged breaches of contract.
What is a Complaint?
A complaint is an expression of grievance, whether in writing, telephone, email, in person or by proxy by any person having business in any way with the Abbey Centre. All complaints will be investigated regardless of whether or not the complaint arises from the failure of a service which the Abbey Centre is contracted to provide. All complaints will be dealt with fairly and consistently.
The organisation recognises two stages in the complaints process:
- Stage 1 – first stage complaint
- Stage 2 – second stage complaint
At stage 1 the relevant business area in the organisation will be given the chance to investigate the complaint and have a reasonable opportunity to rectify it, if necessary. Should the complainant be unhappy with the resolution of stage 1, they are entitled to progress the complaint to stage 2 and will be informed of this in the response of the organisation to a stage 1 complaint.
We aim to provide a response to all complaints within 10 working days, other than in exceptional circumstances.
We see complaints as an important way of assessing how well we provide our services and of improving our customer service. Our complaints procedures are available to the public via our website and at reception.
We will not deal with the following as a complaint:
- Anything that the complainant knew about more than three months before they complained.
- Anything which is being dealt with in a different way (for example, by legal action or a tribunal).
- Complaints relating to Government or commercial contracts.
- Complaints that are made in an abusive or aggressive manner.
All new staff will be advised of the Abbey Centre’s complaints procedures as part of their induction, and all staff are required to familiarise themselves with them annually.
Procedures
It is important to note that a complaint does not have to be made in writing. Should the complainant be unwilling or unable to write their complaint, then the employee taking the complaint can write it for them, either by phone or in person. A complaint can be made by letter, email, telephone, or by somebody representing the complainant.
Stage 1 Complaints
The Abbey Centre will first try to rectify the subject of the complaint if possible.
When the complaint is received, it will be logged on the Abbey Centre’s IT system and passed to the relevant section/team and the employee most obviously connected with the substance of the complaint, unless the complaint alleges misconduct or dishonesty by a particular member of staff. In such circumstances the employee’s line manager will deal with complaint.
All complainants will be contacted by the relevant employee on receipt of the complaint, by telephone or email, to confirm the course of action to be taken and timeline.
If the complaint relates to a service:
- All issues raised by the complainant must be addressed clearly
- An explanation of how things will be rectified must be provided
- Mediation should be offered, where appropriate
- An apology must be offered, if fault is found
- An explanation of next stage must be offered, if the complainant remains dissatisfied
If the complaint does not relate to a service, then a full explanation should be given as to the relevant policy, dealing with every aspect of the complaint.
All complaints will be acknowledged within 48 hours of receipt and a substantive response sent within 10 working days. Employees can send a holding response if the 10-day target cannot be met, but only in exceptional circumstances, informing both the complainant and colleagues of the reason for the delay.
Stage 2 Complaints
If a complainant is not satisfied with the stage 1 outcome, then they have the right to make a stage 2 complaint at stage 2, which will be reviewed by Senior Management (or a director/Trustee if the stage 1 complaint was already reviewed by Senior Management). Stage 2 complaints will be acknowledged within 48 hours of receipt and a substantive response send within 10 working days. As with stage 1 complaints, a holding response can be sent if the 10-day target cannot be met.
Complaints will only be considered at stage 2 if the stage 1 process has been completed.
Before responding the appropriate senior manager will review all information and paperwork from stage 1.
If, after a stage 2 response has been provided, a complainant remains dissatisfied, they may raise it with a director/Trustee, via the CEO.
Making a Complaint
A complaint can be made by letter, email, telephone, in person, or by somebody representing the complainant.
- By email: please email enquiries@theabbeycentre.org.uk
- By phone: please call 020 7222 0303 – you may be transferred to a relevant manager who will listen to your feedback.
- In writing: please post your written complaint, ensuring that you have provided at least one way for us to contact you, to: The Abbey Centre, 34 Great Smith Street, London, SW1P 3BU
- In person: you can provide feedback verbally to any member of staff at the centre, who can write it down for you if needed.
Complaints will be acknowledged within 48 hours of receipt and, other than in exceptional circumstances, a substantive response will be sent within 10 working days.
