complaints and compliments policy
COMPLAINTS AND COMPLIMENTS POLICY PURPOSE It is the policy of Meridian Business Support to ensure that all workers, clients and service users are allowed to express their comments, suggestions, compliments or complaints. SCOPE This policy will apply to all workers both temporary and permanent, clients and service users. RESPONSIBILITIES It is the responsibility of the Branch Manager to ensure that all workers, clients and service users are made aware of this policy and to ensure that all comments, suggestions, compliments and complaints are investigated, recorded and a response given within the given time scale. PROCEDURE
Meridian encourages comments, suggestions, compliments and complaints to help maintain and improve the quality of service we provide; Meridian ensures that this policy is given to all workers, clients and service users; Any person wishing to make a comment is asked to notify the Branch Manager either in writing or verbally.
COMPLAINTS
Any person wishing to make a complaint are encouraged to divulge their views as soon as possible so that Meridian can resolve the issue as quickly as possible; All complaints will be acknowledged within two working days and investigated fully in a confidential manner. All workers supplied by Meridian will be fully informed of complaints relating to themselves and we will endeavour to ensure such complaints are dealt with promptly; Our aim is to produce a full written response after the investigation within 28 days or less. Meridian will maintain full written records of the nature of the complaint and detail corrective actions or relevant action taken; This procedure also relates to workers who may have reason to complain against the client or service user. All complaints will be monitored for trends and will also form part of the company’s continuous improvement process. An annual report will be generated.
COMPLIMENTS It is also important for Meridian to hear compliments and suggestions with regard to the service or the workers we provide. All compliments and suggestions should be directed to the Branch Manager.
Complaints & Compliments Policy
May 2017
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ESCALATION PROCEDURE Should any service issues arise the following procedures are in place: Upon notification of complaint, you will receive a response within 4 hours, with explanation of resolution and timescales to resolve.
Level 1 – Branch Manager
If the Branch Manager (BM) cannot resolve the problem, or the complaint is made about the BM the complaint shall be escalated to the next point of escalation - Level 2. If the complaint could or has lead to reputational damage to Meridian, its clients or other stakeholders complaint should immediately be escalated to Level 4 – Board Level Director and to Head of Marketing & Digital Media to manage external communications and to limit further damage as appropriate.
Level 2 – Account Manager / Regional Manager
Upon notification of complaint, the Account Manager (AM)/ Regional Manager (RM) will, within 4 hours: 1. Respond to account coordinator to acknowledge receipt of complaint and clarify understanding of issue. Inform Key Account Manager that issue has been escalated. 2. Notify Meridian Key Account Manager after 4 hours if National Sales Manager (NSM) considers it will not be resolved within 48 hour time-frame. Within 48 hours both AM and shall resolve issues or provide action plan to resolve. If the AM cannot resolve the problem, or the complaint is made about the AM the complaint shall be escalated to the next point of escalation Level 3.
Level 3 – National Sales Manager / Ops Director
Contact details: 1. Made aware by NSM/OD of escalation to level 3 within 24 hours of it taking place. If NSM/OD considers it will not be resolved within 48 hour time-frame, inform Board Level Director immediately of becoming aware of issue. 2. Escalate to Board Level Director if not satisfied with solution/action plan at end of 48 hour period. If the NSM/OD cannot resolve the problem, or the complaint is made about the NSM the complaint shall be escalated to the next point of escalation - Level 4.
Level 4 – Board Level Director
Complaints & Compliments Policy
Contact details: Subject to failure to reach mutually agreed resolutions (or action plan) within 48 hours of issue being raised, Board Level Director will be informed and agree resolution within a final 24 hours. Maximum escalation period is 72 hours.
May 2017
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CONTACT DETAILS Name and address:
Meridian Business Support Trident 3 Trident Business Park Manchester M22 5XB Tel: 0161 929 3849 Fax: 0161 929 3821 Email: [email protected] Internet: www.meridianbs.co.uk
Complaints & Compliments Policy
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Meridian encourages comments, suggestions, compliments and complaints to help maintain and improve the quality of service we provide; Meridian ensures that this policy is given to all workers, clients and service users; Any person wishing to make a comment is asked to notify the Branch Manager either in writing or verbally.
COMPLAINTS
Any person wishing to make a complaint are encouraged to divulge their views as soon as possible so that Meridian can resolve the issue as quickly as possible; All complaints will be acknowledged within two working days and investigated fully in a confidential manner. All workers supplied by Meridian will be fully informed of complaints relating to themselves and we will endeavour to ensure such complaints are dealt with promptly; Our aim is to produce a full written response after the investigation within 28 days or less. Meridian will maintain full written records of the nature of the complaint and detail corrective actions or relevant action taken; This procedure also relates to workers who may have reason to complain against the client or service user. All complaints will be monitored for trends and will also form part of the company’s continuous improvement process. An annual report will be generated.
COMPLIMENTS It is also important for Meridian to hear compliments and suggestions with regard to the service or the workers we provide. All compliments and suggestions should be directed to the Branch Manager.
Complaints & Compliments Policy
May 2017
1 of 3
ESCALATION PROCEDURE Should any service issues arise the following procedures are in place: Upon notification of complaint, you will receive a response within 4 hours, with explanation of resolution and timescales to resolve.
Level 1 – Branch Manager
If the Branch Manager (BM) cannot resolve the problem, or the complaint is made about the BM the complaint shall be escalated to the next point of escalation - Level 2. If the complaint could or has lead to reputational damage to Meridian, its clients or other stakeholders complaint should immediately be escalated to Level 4 – Board Level Director and to Head of Marketing & Digital Media to manage external communications and to limit further damage as appropriate.
Level 2 – Account Manager / Regional Manager
Upon notification of complaint, the Account Manager (AM)/ Regional Manager (RM) will, within 4 hours: 1. Respond to account coordinator to acknowledge receipt of complaint and clarify understanding of issue. Inform Key Account Manager that issue has been escalated. 2. Notify Meridian Key Account Manager after 4 hours if National Sales Manager (NSM) considers it will not be resolved within 48 hour time-frame. Within 48 hours both AM and shall resolve issues or provide action plan to resolve. If the AM cannot resolve the problem, or the complaint is made about the AM the complaint shall be escalated to the next point of escalation Level 3.
Level 3 – National Sales Manager / Ops Director
Contact details: 1. Made aware by NSM/OD of escalation to level 3 within 24 hours of it taking place. If NSM/OD considers it will not be resolved within 48 hour time-frame, inform Board Level Director immediately of becoming aware of issue. 2. Escalate to Board Level Director if not satisfied with solution/action plan at end of 48 hour period. If the NSM/OD cannot resolve the problem, or the complaint is made about the NSM the complaint shall be escalated to the next point of escalation - Level 4.
Level 4 – Board Level Director
Complaints & Compliments Policy
Contact details: Subject to failure to reach mutually agreed resolutions (or action plan) within 48 hours of issue being raised, Board Level Director will be informed and agree resolution within a final 24 hours. Maximum escalation period is 72 hours.
May 2017
2 of 3
CONTACT DETAILS Name and address:
Meridian Business Support Trident 3 Trident Business Park Manchester M22 5XB Tel: 0161 929 3849 Fax: 0161 929 3821 Email: [email protected] Internet: www.meridianbs.co.uk
Complaints & Compliments Policy
May 2017
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