Complaints Handling Policy Quiz

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.