Thank you for filling in the form.
Complaints Policy of Stage 4 Ltd T/A The Brook
Stage 4 Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
Our policy is
To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint. To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at Stage 4 Ltd knows what to do if a complaint is received. To make sure all complaints are investigated fairly and in a timely way To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us to improve what we do.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Stage 4 Ltd.
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate interest in Stage 4 Ltd. A complaint can be received by email or in writing.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with The Directors of Stage 4 Ltd.
Review
This policy is reviewed regularly and updated as required.
Adopted on: 1st April 2016
Last reviewed: 1st April 2017
Complaints Procedure of Stage 4 Ltd
Publicised Contact Details for Complaints:
Written complaints may be sent to Stage 4 Ltd at:
Compliants
Stage 4 Ltd
The Brook
466 Portswood Road
Southampton
SO17 3SD
or by completion of (this) form on website.
Receiving Complaints
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 [The Complaints Reviewer] within [one week].
On receiving the complaint, [The Complaints Reviewer] records it in the complaints log. If it has not already been resolved, they 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 person handling the complaint 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.
The decision taken at this stage is final.