Complaints Policy

                Complaints, Suggestions and Compliments Policy

 

 

 

 

 

Customer Charter

We will:

  • treat you as an individual and with respect;
  • listen to what you say;
  • be polite fair, helpful and easy to talk to;
  • keep what you say to us confidential in line with Data Protection Act 1998;
  • continually improve our service to you;
  • consider your views before we make any changes;
  • be honest about what we can’t do;

In return, we would ask you to:

  • be polite and considerate to our staff and associates;
  • give us relevant information when we ask you for it, including any suggestions for improvement.

Our standards

Our aim is to answer queries or complaints at first point of contact or, failing that, to transfer or direct you to someone best placed to assist you and to keep you informed along the way.

Letter, faxes and emails

  • Our aim is to provide an answer within 5 working days

Phone

  • Our aim is to answer the phone within 30 seconds

For more complex enquiries our aim is to give you an update within 5 working days and an answer within 20 working days

What is a complaint?

Griffin Care believes: A complaint is an expression of dissatisfaction or concern  however made, about the conduct, standard of service, actions or lack of action by Griffin Care  or its staff/associate/associate/associates

If you are dissatisfied or have concerns about the standard of service, actions or lack of action by Griffin Care staff/associate/associate  or associates, we have a formal complaints procedure. Please note that this procedure is not intended for complaints about other persons or organisations – unless they are working for Griffin Care.

Examples of complaints would be where a customer considers that there has been:

  • Failure to provide a service at the right time or to expected standard
  • Dissatisfaction in answering a query or responding to a request for a service.
  • Failure to follow the agreed policy, orders or procedures.
  • Failure to take proper account of relevant matters in coming to a decision. Discourteous or dishonest behaviour by a member of staff/associate/associate/associate.
  • Harassment, bias or unfair discrimination.

A complaint will not be investigated under the following circumstances:

  • Anonymous complaints;
  • Cases where other rights of appeal exist

 

Complaints Procedure

The procedure makes sure we properly look into your complaint and give you a considered response.

Stage one

Talking with staff/associates will usually resolve things, so the first thing we ask you to do is to raise the matter with the staff/associate concerned. We hope they will be able to put things right straight away, or explain why they can’t.

Stage two

If you do not want to contact individual members of staff/associates or are unhappy with their response, then you should contact the relevant manager (for Training and Development services – Ian McClure ian@griffincare.co.uk; for Residential Services Meryl Pickstone-Blundell meryl@griffincare.co.uk). They will ensure that your complaint is fully investigated and will keep in contact with you to advise you of progress.

Stage three

We hope that you will be satisfied with that response. If not, you can ask the Company Directors  to consider your complaint ( Val Griffin (val@griffincare.co.uk    07973 354 057) or Dave Griffin (dave@griffincare.co.uk  07973347517). This process is called a corporate investigation and will make sure that your complaint is looked at again independently and that you are given a written response setting out the conclusions.

The role of the corporate investigation is to check the correct policies and procedures have been followed and applied in any decision making process. We will not investigate any issues or complaints which are subject to an appeal or review process. We are also not able to overturn appeal decisions or responses to previous complaints you have made to the organisation. The complaint investigator can recommend changes to improve services or processes to the Managing Director.

How do I make suggestions or a complaint?

 

If you would like to make a suggestion or a complaint, please email or write a letter to:

Griffin Care Limited

6 Caldersview Court

Allerton Road

Liverpool

L18 3JY

enquiries@griffincare.co.uk

or telephone 07973354057.

What happens and how long will it take?

We will acknowledge your complaint within five working days from the date of receipt and tell you how long it will take to give you a full reply. We try to respond quickly to complaints and will reply to you within 20 working days.

Sometimes, due to the complexity of your complaint we will not be able to meet this timescale. If this happens we will write to you, and keep you fully informed of the progress being made.

 

Putting things right

If we get something wrong, we will do our best to put it right. We will review our policies and procedures to try to stop it happening again. We will admit our mistakes and offer a full apology.

We monitor complaints to  highlight problem areas and we use this information to improve our services.

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