Complaints Policy and Proceedure - Old

SHETLAND STAYS LTD COMPLAINTS POLICY AND PROCEDURE

We at Shetland Stays believe that if a customer wishes to make a complaint or register a concern, they should find it easy to do so. Shetland Stays policy is to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide a better service. This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by customers are taken seriously. 

The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. 

We at Shetland Stays believe that failure to listen to or acknowledge complaints will lead to an aggravation of problems, customer dissatisfaction and possible litigation. Shetland Stays supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at between just the complainant and Shetland Stays. If this fails due to either Shetland Stays or the complainant being dissatisfied, then the following procedure applies.

Aim 

Our aim is to ensure that our complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and fairly. 

Goals 

• Customers and their representatives are aware of how to complain, and that Shetland Stays provides easy access to opportunities for them to register their complaints
• A named person will be responsible for the administration of the procedure.
• Every written complaint is acknowledged within two working days
• Investigations into written complaints are held within 28 days
• All complaints are responded to in writing by Shetland Stays
• Complaints are dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both Shetland Stays and their customers. 

The named manager, with responsibility for dealing with complaints, is Emily Smith. 

Shetland Stays Ltd: 

80, Compair Crescent, Ipswich, Suffolk, United Kingdom, IP2 0EH

Complaints Procedure 

Oral Complaints 

• All oral complaints will be taken seriously. Staff will do their very best not to adopt a defensive attitude to complaints.
• Shetland Stays employees who receive an oral complaint will seek to solve the problem immediately if possible.
• If staff cannot solve the problem immediately, they will offer to refer the matter to the complaints manager to deal with the problem.
• All contact with the complainant will be polite, courteous and sympathetic.
• At all times staff will remain calm and respectful.
• Shetland Stays Employees will not accept blame, make excuses or blame other employees.
• If the complaint is being made on behalf of the customer by an advocate it must first be verified that the person has permission to speak for the customer, especially if confidential information is involved. For the avoidance of doubt it should be assumed that the customer’s explicit permission is needed prior to discussing the complaint with the advocate.
• The manager or member of staff dealing with the complaint will suggest a course of action to resolve the complaint. If this course of action is acceptable to the customer, then the member of staff will clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant.
• If the suggested plan of action is not acceptable to the complainant, then the member of staff or manager will ask the complainant to put their complaint in writing to Shetland Stays and give them a copy of the complaints procedure and form for completion.
• In both cases details of the complaint should be recorded on a complaint form. 

Written Complaints 

• When a complaint is received in writing it should be passed on to the named complaints manager who should record it in the complaints record and send an acknowledgment letter within two working days. The complaints manager will be the named person who deals with the complaint through the process and is responsible for overseeing the complaints process and ensuring complaints are investigated fairly and consistently.
• If necessary, further details should be obtained from the complainant. If the complaint is not made by the customer but on the customer’s behalf, then consent of the customer, preferably in writing, must be obtained from the customer.
• A copy of the complaint’s procedure will be given to the customer.
• If the complaint raises potentially serious matters, advice will be sought from a legal advisor. If legal action is taken at this stage any investigation by Shetland Stays under the complaint’s procedure will cease immediately.
• Immediately upon receipt of a complaint Shetland Stays will launch an investigation and within 28 days should be able to provide a full summary of that investigation to the complainant.
• If complaint requires an investigation beyond 28 days in duration, the complainant should be informed of any delays.
• Shetland Stays Ltd complaints procedure will be audited by the manager every six months. 

Training 

The Customer Experience Director is responsible for ensuring all relevant staff receive appropriate training in complaint handling and customer service. 

All staff should be trained in dealing with and responding to complaints. Complaints policy training is included in the induction training for all new staff and in-house training sessions on handling complaints are conducted at least annually and all relevant staff will attend. 

NEXT REVIEW DATE: March 2027