COMPLAINT PROCEDURE
The following sets down how the member should action all and any complaint.

Managing complaints successfully is a way to improve the services and status of a company.
The scheme requires all members to operate a complaints procedure.

This guidance illustrates a typical complaints management procedure and demonstrates a process that meets the minimum requirements for the scheme.
From a customer viewpoint only three things matter if something goes wrong and they need to complain:

1. how to complain
2. where to complain
3. will the complaint be dealt with seriously.

A complaints procedure reassures the customer that you will have the confidence to deal properly with them.
It will also make dealing with any complaints much more straightforward, and may provide you with useful feedback to help improve the member company.

To be effective it must be visible, accessible and fair.

Key Points
To meet the Code of Practice you must have a written complaints handling policy statement endorsed by the directors, senior managers, or owner of the business.
The statement should reflect the size and operation of the business but should consider:

•  any relevant legal requirements
•  any quality and service targets you have already set yourself
• the views of customers, employees and other interested parties.

The statement should be available to all employees and customers and be supported by simple written procedures for its practical application on site and in the office.

The customer should be able to access the complaints system easily e.g. face to face, telephone, letter, fax or internet.

Customers with communications difficulty or other disabilities should not be excluded from making a complaint.

Realistic time limits should be set for all parts of a procedure.
Speed of response is a major factor in maintaining customer satisfaction
The procedures are to be designed so as to offer confidentiality for the customer.
All complaints to be first addressed to you and must either be in writing or if given verbally, set down in writing by the member with a copy sent to the customer

All members of staff should know what to do on receipt of a complaint and to advise customers to contact us if they wish to refer a complaint further.

There should be clear guidelines on which senior member of staff must be informed in the case of serious complaint.

If you are unable to resolve the complaint within 10 working days then the matter is to be passed to us and the customer advised accordingly.
On receipt of such complaint, we will attempt to gain agreement between our member and the customer.

Should an agreement not be reached and as an alternative to court action, we will suggest only to the customer that he seeks other forms of redress including:
Adjudication;
Mediation;
Arbitration;
Conciliation.
Any stage of these routes can include, if necessary, that the outcome is binding on both parties.

Notes

• If the complaint is received directly from the customer and is coupled with a complaint regarding your  to take action, this will be investigated as a second issue that may lead to disciplinary action on that member.
  Such sanction being agreed by a panel of your peers called together for that purpose.
• A similar panel may be called if the member appeals.
  All in accordance with the C.C.A.S.
   
•  If you are removed from our scheme, we will advise the member’s local Trading Standards Office accordingly.
•  We only become involved within the period or within a reasonable time after completion of the works.
•  If at any stage either party takes legal action, then we will withdraw from the matter.
•  If the customer refuses us access to the site we may then in writing, terminate the procedure.
•  In instances where the customer withholds payment for alleged defective, incomplete or disputed work, we will arrange an escrow account for the withheld monies if such helps the complaints process.
  continued.
• Members will be required to regularly review any complaints to see if there are any trends since they can provide valuable feedback to help improve their company’s efficiency.
• A complaint from a client must be treated courteously and promptly and under normal circumstances, a result reached within 10 working days.
  
  Action 1
  Set down brief details in your ‘Complaint Record’ and give a consecutive number that is to be used in any future correspondence.
  Action 2
  If the complaint is verbal, set down in writing and forward a copy to the client - preferably by hand.
  Action 3
  If necessary, call a site meeting with the client to either gain further information &/or as an attempt to resolve.
  Action 4
  If the complaint cannot be resolved, contact us when we may call for documents relating to the job depending upon the nature of the complaint.
  Action 5
  We will attempt to resolve the matter but will keep both parties informed of events.
  Action 6
  If the complaint cannot still be resolved, we will withdraw from further proceeding but will offer other ways of reaching a conclusion.
  
  Notes
•  If either party resort to legal action, we will withdraw from further proceedings at that point.
• Details of complaints not passed to us, will be inspected during the periodic visit – normally every two years.