The Digital Innovation Centre views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person (or organisation) that
has made the complaint. This policy does not cover complaints from staff, who should refer the relevant internal policy.
2. Policy Summary:
· To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
· To publicise the existence of our complaints procedure, so that people know how to contact us to make a complaint
· To make sure everyone at the Digital Innovation Centre knows what to do if a complaint is received
· To make sure all complaints are investigated fairly and in a timely way
· To make sure that complaints are, wherever possible, resolved and that relationships are repaired
· To gather information which helps us to improve what we do.
3. Contacting Us
Anyone wishing to make a complaint can email the Digital Innovation Centre via firstname.lastname@example.org or write to Digital Innovation Centre, Hawkinge House, Hurricane Way, Hawkinge, Kent. CT18 7SS. Complaints by phone can be made by calling 01303 895400. Our social media accounts will be monitored for any complaints and responded to appropriately.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
5. Procedure on Receipt of a Complaint
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have, such as social media, feedback surveys and will be logged on receipt by the Business Support Manager. Complaints received by telephone or in person will also be be logged. The person who receives a phone or in person complaint will:
· Write down the facts of the complaint
· Take the complainant's name, address and telephone number
· Note down the relationship of the complainant to the Digital Innovation Centre
· Advise the complainant of the complaints procedure and what will happen next and how long it will take
· Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
6. Resolving Complaints
· In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.
· Whether or not the complaint has been resolved, the complaint information should be passed to the Managing Director, within five business days.
· On receiving the complaint, the Director will record it in the complaints Logbook. If it has not already been resolved, or is not being progressed, they will investigate it and take appropriate action.
· If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.
· Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
· A copy of this complaints procedure should be attached.
· Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
· Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
· If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to Digital Innovation Governance Board. The escalation to Board level should be acknowledged to the complainant within five working days, stating when the complainant can expect a response.
7. Monitoring and Learning From Complaints
Complaints and customer feedback are routinely monitored and analysed at the Digital Innovation Centre Team Business meeting, as part of the company ethos of continuous quality improvement and serving our customers well.