Complaints Policy and Procedure

1. Our Aim

FloEnergy Ltd is committed to providing a quality service and products and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right. 

Therefore we aim to ensure that:

• making a complaint is as easy as possible
• we welcome feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service and products, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. 

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key, informal where possible
• enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we provide guidelines for dealing with complaints from members of the public about our services, products, facilities, staff and volunteers.

2. Definitions 

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used. 

3. Purpose

We want to resolve any issues or dissatisfaction and improve our business.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

5. Responsibilities

FloEnergy Ltd.’s responsibility will be to:

• acknowledge the formal complaint in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant’s responsibility is to:

• bring their complaint, in writing, to FloEnergy Ltd.’s attention normally within 8 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff in FloEnergy Ltd.’s;
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow FloEnergy Ltd a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond FloEnergy Ltd.’s control.

6. Confidentiality

Subject to exceptional circumstances, every attempt will be made to ensure that both the complainant and FloEnergy Ltd.’s maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure

Written records must be made by FloEnergy Ltd at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

1. A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken to the Director. 
2. In all cases, the complaint must be passed on to the Director. In the event of a complaint about the Director the complaint should be passed to the other Director.
3. The Directors, must acknowledge the complaint in writing within one week of receiving it.
4. The complaint will be investigated. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
5. The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.

Stage 3

1. If the complainant is not satisfied with the above decision, the matter may be investigated further with good and this may involve carrying out further interviews, examine files / notes. They will respond within four weeks in writing. This may be an external body.
2. Their decision will be final.

FLOENERGY LTD

COMPLAINTS FORM

You may use this form to make a suggestion or to make a complaint about FloEnergy Ltd.

We would like you to return this form as soon as possible.