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Our policy is:
A complaint is any expression of dissatisfaction, whether justified or
not, about any aspect of trueCall Ltd. A complaint can be received verbally, by
phone, by email or in writing.
Complaints may arrive through channels publicised for that purpose or
through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded. The
person who receives a phone or in person complaint should:
In many cases, a complaint is best resolved by the person responsible
for the issue being complained about. If the complaint has been received by
that person, they may be able to resolve it swiftly and should do so if
possible and appropriate. Whether or not the complaint has been resolved, the
complaint information should be passed to Managing Director within one week. On receiving the complaint must be recorded in the complaints log by
the Customer Services Manager. If it has not already been resolved, they may delegate
an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed
and given a fair opportunity to respond. Complaints should be acknowledged by the Customer Services Manager within
a week. The acknowledgement should say who is dealing with the complaint and
when the person complaining can expect a reply. A copy of this complaints
procedure should be attached. Ideally complainants should receive a definitive reply within four
weeks. If this is not possible because for example, an investigation has not
been fully completed, a progress report should be sent with an indication of
when a full reply will be given. Whether the complaint is justified or not, the
reply to the complainant should describe the action taken to investigate the
complaint, the conclusions from the investigation, and any action taken as a
result of the complaint. Stage Two If the complainant feels that the problem has not been satisfactorily
resolved at Stage One, they can request that the complaint is reviewed at Board
level. At this stage, the complaint will be passed to the Managing Director. The request for Board level review should be acknowledged within a week
of receiving it. The acknowledgement should say who will deal with the case and
when the complainant can expect a reply. The Managing Director may investigate the facts of the case themselves
or delegate a suitably senior person to do so. This may involve reviewing the
paperwork of the case and speaking with the person who dealt with the complaint
at Stage One. If the complaint relates to a specific person, they should be informed
and given a further opportunity to respond. The person who dealt with the
original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within four weeks.
If this is not possible because for example, an investigation has not been
fully completed, a progress report should be sent with an indication of when a
full reply will be given. Whether the complaint is upheld or not, the reply to
the complainant should describe the action taken to investigate the complaint,
the conclusions from the investigation, and any action taken as a result of the
complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution via Alternative Dispute Resolution (Stage Three).
If there is a dispute and this cannot be settled then we will be happy to submit to the alternative dispute resolution procedure operated by the Buy With Confidence scheme (https://www.resolver.co.uk/regulators/buy-with-confidence), or Small Claims Mediation (UK) Ltd, 33 Leicester Road Blaby LE8 4GR - www.small-claims-mediation.co.uk. These are independent ADR organisations that provide our customers with a low-cost alternative to the courts should there be any complaint that can be resolved by your own internal complaints policy.
The Board may vary the procedure for good reason. This may be necessary
to avoid a conflict of interest, for example, a complaint about one of the
Directors should not also have that Director as the person leading a Stage Two
review. Monitoring and Learning from
Complaints Complaints are reviewed at least annually by trueCall Ltd to identify
any trends which may indicate a need to take further action. |