Complaints Policy

Introduction

At Bywater Kent Support Services Ltd, we are committed to providing high-quality services to our clients. We understand that concerns or complaints may arise from time to time and this Policy outlines the process for raising and resolving complaints fairly, transparently and promptly in accordance with GDPR legislation and the Data Protection Act 2018.

Purpose

This policy sets out a clear and structured approach for addressing and resolving complaints. The policy aims to foster positive relationships, ensure any concerns are dealt with efficiently and effectively and drive continuous improvement of our services.

Scope

Definitions

Complaint: A formal expression of dissatisfaction regarding any aspect of our services.

Complaints Procedure

Stage 1: Informal Resolution

Clients are encouraged to initially raise any concerns informally with their designated contact within Bywater Kent Support Services. This approach allows for a swift and open discussion aimed at resolving issues promptly.

Stage 2: Formal Complaint

If the issue cannot be resolved informally, the following steps should be taken:

• Submission: Submit the complaint in writing, detailing the nature, relevant dates, and any supporting documents. Complaints should be sent via email to John@bywaterkent.co.uk within one calendar month of the incident occurring. Complaints submitted beyond this timeframe will not typically be considered, unless there are exceptional circumstances that prevented timely submission.
• Acknowledgment: The complaint will be acknowledged within 5 working days of the date of receipt.
• Investigation: A designated complaints officer will investigate the issue. Additional information may be requested if necessary.
• Response: A written response will be provided within 28 working days of acknowledging the complaint. The response will detail the findings of the investigation and any corrective actions taken.

Stage 3: Appeal

If the complainant is not satisfied with the resolution provided at Stage 2, they may submit an appeal.

The aim of the appeal is not to reinvestigate the complaint, it is there to review how the complaint has been investigated and to determine whether this has been conducted fairly. It is there to establish facts and make recommendations which will reassure the complainant that we have taken the complaint seriously.

• Submission: Appeals must be submitted in writing within 10 calendar days of the Stage 2 response, outlining the reasons for dissatisfaction. Appeals should be sent via email to John@bywaterkent.co.uk.
• Acknowledgment: Appeals will be acknowledged within 5 working days.
• Review: The appeal will be reviewed by an independent party with no prior involvement in the case.
• Optional Appeal Meeting: An Appeal Meeting may be arranged if necessary or requested by the complainant. Such a meeting will be scheduled to take place within 20 working days of receiving the appeal. The complainant will be given at least 5 days' notice of the meeting.
• Final Response: A final written response will be issued within 3 working days of the conclusion of the review or date of the Appeal Meeting.

Confidentiality

All complaints and related information will be treated confidentially, with information shared only with those individuals directly involved in the resolution process.

Monitoring and Improvement

Complaints will be reviewed periodically to identify trends and areas for improvement in our services.

Training

All employees of Bywater Kent Support Services Ltd will be trained on the Complaints Policy to ensure consistent and effective implementation.

Contact Information

Review

This Complaints Policy will be reviewed annually to ensure its effectiveness and relevance.

Conclusion

Bywater Kent Support Services Ltd is committed to addressing complaints promptly, fairly, and transparently. We value feedback and use it to improve our services and maintain strong relationships with our clients.