Compliments, Comments and Complaints Policy Statement

Compliments

All Compliments will be copied to the relevant member of staff, their line manager and also the Quality Manager for information.  A letter to individual members of staff will be sent by the Director of Education Services to acknowledge the good work that has been done.

Comments

Any comments received from customers will be copied to the relevant team manager for consideration and any action where appropriate.  A letter of thanks will be raised by the manager thanking the customer for their comments and to give details of any action taken to make improvements. The Quality Manager should receive a copy of the letter for information.

Complaints

1. If a customer is not satisfied with the level of service they receive, they can let us know by contacting us
by telephone to the customer care team 0800 073 4444 ext 834344,
email customercare@babcock.co.uk,
fax 01372 834000,
or letter addressed to the Quality Manager, Babcock 4S

2. Once a complaint is received it will be assigned a unique reference number by the Quality Manager and logged on the complaints database. This reference number will be used in all following communications

3. The customer will be contacted by the Quality Co-ordinator within 2 working days following the receipt of a complaint. The Quality Co-ordinator will explain that we will deal with the complaint fairly, confidentially and effectively, that we will aim to resolve the complaint within 5 days and that we will keep the complainant updated on progress being made

4. Once the outcome has been determined then a written response will be prepared from either the Quality Manager or the relevant Team Leader. A copy of the response letter will be held on a central file maintained by the Quality Co-ordinator. If a 5 working day resolution is not viable the Quality Co-ordinator will provide a progress report to the customer and give an indicative reply date

5. The Quality Co-ordinator will provide statistical information on a monthly basis to the Executive Team at Babcock 4S.  This information will include an analysis of the complaints data and details of any improvements made to the service delivery

6. The Quality Co-ordinator will contact the complainant once the complaint has been closed on the database.  The purpose of this will be to ensure the complaints process has been followed correctly.  It will also provide an opportunity for the complainant to suggest any improvements they believe could enhance the process