Complaints Policy

INTRODUCTION

This policy sets out the details of Oldham Actives (OA) Complaints, Comments and Compliments Policy.

The policy and procedure are in place to detail our processes, procedures, and arrangements in relation to how we manage complaints, comments, and compliments.

AIMS

The aim of the policy is to:

To ensure that all complaints are managed fairly, consistently, and where possible, resolved to the satisfaction of the complainant.
To recognise staff members that receive positive feedback from our customers.
To allow valued insight into the areas of the organisation that customers believe can be improved.
Ensure there is a transparent and consistent policy that meets the requirements of the legislation.
Details arrangements that the Company uses to meet the policy.

POLICY

Our overarching policy is to ensure that Complaints, Comments and Compliments will be dealt with fairly and consistently in accordance with our core operating principles, company policies and legislation.

Our policy is also to:

Ensure that staff are aware of the policy and procedure.

RESPONSIBILITIES

The Chief Executive will be responsible for:

Ensuring that the Complaints, Comments and Compliments policy is periodically reviewed and updated as required.

The Customer Service Manager is responsible for Complaints, Comments and Compliments has delegated responsibility for the day-to-day compliance with the requirements of this policy. They will be responsible for:

Ensuring that the policy is periodically updated to take account of any changes in the legislation, e.g. relevant codes of practice or best practice.
Ensuring the Chief Executive is briefed of any changes to the legislation and/or codes of practice.
Ensuring that the policy is fully complied with including periodic auditing and reviews of the effectiveness of the systems.

All Line Managers are responsible for:

Ensuring that the policy and procedures are applied at each site.

ARRANGEMENTS

Our Definitions

What is a complaint?

A complaint is feedback about something that is seen as unsatisfactory or unacceptable; this submission can either be done in writing or verbally. For us to manage any verbal complaints efficiently, we would need to record this and email it to the relevant team or manager.

What is a comment?

A comment is feedback received from a customer regarding our services where no official outcome or resolution is required.

What is a compliment?

A compliment is positive feedback received from a customer regarding the something about the facility or service they received and is more commonly used to recognise good service by one of our staff members.

Who will manage your complaint?

The relevant manager will manage all complaints. A member of the site management team will manage any site-related issues. The Customer Service Manager will normally be responsible for managing complaints relating to the Customer Contact Centre as well as feedback about memberships.

Where there is a requirement for the complaint to be escalated to Stage 2 of the process, a designated member of the Executive Management Team will manage this.

Comments and compliments can be managed by any member of staff.

PROCEDURES

How to make a complaint – Stage 1

To make a complaint, you can speak with a member of our staff, email us on info@ocll.co.uk or call us on 0161 207 7000
Once your complaint has been assigned to the right person, we will aim to contact you as soon as possible to discuss your complaint further and attempt to provide a resolution.
If we are unable to resolve your complaint in the first instance, we will investigate this further and provide you with and update within five working days.

Timescales for resolution

We aim to acknowledge your complaint within forty-eight working hours of receipt. Where possible we will aim to resolve the complaints during this initial conversation. We understand that from time to time, we will need more time to investigate your complaint. In this instance, we will continue to investigate the complaint and contact you within five working days to provide a further update if no resolution is available. We would aim to completely resolve the complaint within a maximum period of fourteen working days from the date the complaint was logged.

Providing a resolution

Once your complaint has been investigated, we will contact you to discuss the findings verbally and to propose a solution to resolve the complaint. If the resolution is agreed, you will then receive confirmation of the outcome either in person, by phone, email, or letter.

If you are not happy with the outcome of your complaint, this can be escalated to Stage 2 following the process below.

Escalating your complaint to Stage 2

If you are not happy with the outcome of your Stage 1 complaint, we will contact you with confirmation of the proposed outcome and give you guidance on how this can be escalated. Stage 2 complaints must be logged within fifteen working days of receiving your Stage 1 outcome. This can be done either by emailing us or in writing to the following:

By Email: info@ocll.co.uk
In Writing: Executive Management Team, Chadderton Wellbeing Centre, Burnley Street, Chadderton, Oldham, OL9 0JW.

Stage 2 complaints will be managed by a senior manager, typically a member of the Executive Management Team. Their aim will be to resolve the matter to your satisfaction and check that the initial complaint was managed correctly. The outcome of their investigation is the final stage of the process.

REVIEW

Through the processes that we undertake we ensure that our policy is continually updated and meets current legislative requirements. The policy is formally reviewed in line with our Quality Management System process in line with the review timetable.