Complaints Procedure Mal Garnett
Policy – purpose and definition
The purpose of this policy is to:
Clarify how you may make a complaint.
Highlight any exceptions to the standard complaints procedure.
Define the standard of service you can expect when you make a complaint.
Recognise the importance of complaints in providing feedback about Oglethorpe, Sturton & Gillibrand services and performance.
For the purposes of this policy and procedure, a complaint is: “an expression of dissatisfaction with the standard of service provided by Oglethorpe, Sturton & Gillibrand, or with something a member of its workforce may or may not have done”.
This definition is in line with those of the Local Government Ombudsman and the British Standards Institute.
In simple terms, a complaint may be about lack of response, delays, ongoing service problems and / or the behaviour of Oglethorpe, Sturton & Gillibrand employees.
This includes Oglethorpe, Sturton & Gillibrand:
Doing something wrong.
Doing something we should not have done.
Failing to do something we should have done.
Behaving unfairly, discourteously or in a discriminatory manner.
Not carrying out a service to an agreed standard.
Not responding to a request for a service within its stated timescale.
How to make a complaint or submit feedback
Any member of the public or their representative, businesses, public and voluntary bodies, may make a complaint or submit feedback to us.
You can make a complaint, or submit a comment or compliment:
We will require the following information:
Where and how you can be contacted
The details of your complaint
What you want Oglethorpe, Sturton & Gillibrand to do about your complaint
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