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Questions and Answers
Who is responsible for resolving complaints within 5 working days?
Who is responsible for resolving complaints within 5 working days?
What is the purpose of the Monthly Reporting Pack?
What is the purpose of the Monthly Reporting Pack?
What is the role of the Reception Team in the complaints process?
What is the role of the Reception Team in the complaints process?
Where can information on child safeguarding complaints be found?
Where can information on child safeguarding complaints be found?
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What is the purpose of the Head of Department's monthly review of complaints?
What is the purpose of the Head of Department's monthly review of complaints?
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Study Notes
Complaints Handling Policy Overview
- The purpose of this policy is to provide guidance on resolving and managing complaints to ensure high-quality products, services, and customer service.
Responsibilities
- The Reception Team is responsible for:
- Forwarding complaints to the relevant department or escalating to the relevant person if they cannot resolve personally.
- Updating the Complaint Tracker with details of complaints received directly or informed about.
- Following up with the relevant person dealing with the complaint and maintaining the tracker until fully resolved.
- The Receiver of Complaint is responsible for:
- Acknowledging complaints within 1 working day.
- Resolving complaints by conducting an initial investigation.
- Escalating and/or reporting to management if needed.
- Updating the Reception Team with progress, outcome, and actions taken following the investigation.
- Resolving complaints within 5 working days.
- Providing feedback to clients on resolving the complaint.
- The Head of Department is responsible for:
- Monthly review of complaints to monitor patterns.
- Reporting on procedure changes or additional training needs identified as a result of complaints tracking within the Monthly Reporting Pack.
Child Safeguarding Complaints
- Refer to Child Safeguarding Policy (HAPOLSG101 – HA Safeguarding Policy and ESMPOLSG101 – ESM Safeguarding Policy).
Document Control
- The policy is effective as of 01 February 2024, with a scheduled review date of 31 January 2026.
- The policy was reviewed by Ben Cloke, Hamilton Aquatics Operations Manager, and approved by David Robinson, Operations Director.
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Description
This quiz is about the Complaints Handling Policy at Hamilton Aquatics, covering its implementation, procedures, and guidelines.
