Complaint Policy 2020

1.    INTRODUCTION

1.1 This complaints policy covers all complaints to The Blyth Group and sets out the different stages a complaint is to go through, the timescales involved and who should be involved in handling the complaint. Specific complaints will be referred to the appropriate departmental adviser for action. The Blyth Group are committed to working in-line with the FCA guidelines on complaint management and resolution.

1.2 The procedure seeks to create a positive approach to complaints. Complaints are valued to continually review and improve services we offer.

2.    OBJECTIVES

2.1 To provide an effective means for customers/service users and their representatives to complain if they are dissatisfied with the services they receive.

 

2.2 To ensure complaints are dealt with in a courteous and efficient manner and are resolved without avoidable delay.

2.3 To provide customer/service users with a formal method of challenging decisions we have made.

2.4 To maintain records of complaints made so that regular reviews can be produced for internal monitoring and public accountability.

3.    HOW WE VALUE COMPLAINTS

3.1 Complaints give us valuable feedback in our continuing bid to develop high quality services and help to give customers/service users confidence that they will be given a fair hearing within set timescales.

 

3.2 All departments have a responsibility to respond to complaints promptly, efficiently and in a positive manner and monitor outcomes.

4.    CUSTOMER/SERVICE USER BENEFITS

A complaints policy makes it clear to customers / service users:

  • How they can complain if they want to
  • What will happen when they complain
  • What they can expect us to do as a result of their complaint
  • What they can do if they are not happy with our response
5.    WHAT IS A COMPLAINT

5.1 A complaint, for the purpose of this policy, is defined as:

'Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm's provision of, or failure to provide, a financial service'.

  • It is for the customer/service user to decide whether to make a complaint. It is important to remember that reporting a fault or a problem is not necessarily a complaint but may be simply a request for service.
  • A customer/service user may complain about the standard of service received because
    • We have not achieved the standard we say will provide, or
    • We have not provided the service to the standard which the customer/service user this is reasonable, or
    • We are doing something which the customer/service user did not want us to do, or
    • We are carrying out our duties in an unsatisfactory way, or
    • Our team or contractors are behaving in an unacceptable way (including rudeness, violence or aggression), or
    • We fail to do something which we have been asked to do
    • We fail to do something which the customer/service user thinks we should have done, even if we were not actually asked to do it.
    6.    COMPLAINTS NOT COVERED BY THIS POLICY AND PROCEDURE

    6.1 Our team can make a complaint about us as an employer, this should be made through the grievance procedure, or other internal channels. However, members of team have the same rights to complain about our actions or services as other customers, residents or members of the public.

    6.2 This complaints procedure cannot be used to deal with an issue which is part of any legal action by or against us.

    7.    SUPPORT AND ADVOCACY

    7.1 Some people are unsure how to go about making a complaint, or how best to put their case. Others may have difficulty with written or spoken English – we will give assistance/support when requested.

    7.2 Anonymous complaints will be investigated and may be acted upon at our discretion. Should the complainant fear that we will withhold services, or treat them less favourably if they complain openly, we will, if required, assist in finding support outside the Company.

    7.3 We appreciate the importance of recognising vulnerable customers. The FCA categorises a vulnerable customer as a consumer who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care. The Blyth Group are committed to supporting our vulnerable customers.

    8.    RIGHTS

    8.1 Customers/service users have the right:

    FCA Guidelines - A firm must pay due regard to the interests of its customers and treat them fairly

    • To confidentiality (if an investigation cannot proceed without the complaint being identified, the complaint will be given the option whether or not to continue)
    • To be kept informed of the progress of their complaints
    • To receive an apology if a complaint is upheld
    • To be informed of any changes to our policies or procedures arising from a complaint

    8.2 Our team always have the right to be treated with respect and courtesy by both customers/service users and managers.

    9.    INFORMATION AND PUBLICITY

    9.1 The complaints policy will be publicised to our customers/service users through corporate literature and our website.

    10. HOW TO COMPLAIN

    10.1 Anyone who wishes to make a complaint may do so in person, by telephone, or in writing (by letter or e-mail). Complaints need not be made to the actual service which is the subject of the complaint. Any member of team can accept a complaint. We would encourage you to indicate the actions you feel would resolve your complaint (however, we cannot guarantee to comply).

    10.2 Complaints in person can be made by calling at any of our offices. Complainants do not need to call at the office responsible for the service about which they are complaining, although if they do, this may make a quick resolution easier.

    10.3 Complaints in writing can be made by letter or by e-mail. We will acknowledge written complaints by letter or email within one working day, advising who will be responsible for dealing with the complaint. The letter will also state the time frame within which a response can be expected.

    Email:

    info@blythgroup.com

    Telephone:

    01902 745362 (Head Office)

    Letter:

    Blyth Group, Blyth House, Hordern Rd, Wolverhampton,

    West Midlands, WV6 0HS

    11. COMPLAINTS AGAINST THE TEAM

    11.1 If a complaint regarding team actions or behaviour is found to be valid, then the issue will be referred to the appropriate corporate human resource policy / procedure such as the disciplinary procedure and investigated. This will be regarded as an outcome for this complaint procedure.

    12. MONITORING, EVALUATION AND REPORTING

    12.1 We will keep a record of complaints, including dates received, acknowledged, responded, category of complaint, actions taken and lessons learned. We will separately monitor complainant profiles in accordance with key equalities criteria.