Our Complaint management system
1. 1 Introduction
When responding to complaints, the five key stages in our complaint management system are set out below.
1.2 Receipt of complaints
Unless the complaint has been resolved at the outset, we will record the complaint and its supporting information. We will also assign a unique identifier to the complaint file.
The record of the complaint will document:
• The contact information of the person making a complaint
• Issues raised by the person making a complaint and the outcome/s they want
• Any additional support the person making a complaint requires.
1.3 Acknowledgement of complaints
We will acknowledge receipt of each complaint promptly, within one working day
1.4 Initial assessment and addressing of complaints
After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the
complaint is/are within our control. We will also consider the outcome/s sought by the person making
a complaint and, where there is more than one issue raised, determine whether each issue needs to
be separately addressed.
When determining how a complaint will be managed, we will consider:
• How serious, complicated or urgent the complaint is
• How the person making the complaint is being affected
• The risks involved if the resolution of the complaint is delayed.
After assessing the complaint, we will consider how to manage it. To manage a complaint we may:
• Give the person making a complaint information or an explanation
• Gather information about the service, person or area that the complaint is about
• Investigate the claims made in the complaint.
We will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.
1.5 Providing reasons for decisions
Following consideration of the complaint and an investigation into the issues raised, we will contact the person making the complaint and advise them:
• The outcome of the complaint and any action we took
• The reason/s for our decision
• The remedy or resolution/s that we have proposed or put in place.
1.6 Closing the complaint, record keeping, redress and review
We will keep comprehensive records about:
• How we managed the complaint
• The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations, and
• Any outstanding actions that need to be followed up.
We will ensure that outcomes are properly implemented, monitored and reported