Customer complaints procedure
10. Complaints
10.1 Complaint Handling
The Company recognises that it may receive complaints from customers and others, in a variety of forms and via contact with any member of staff. The person responsible for handling complaints is named in Appendix B. Any complaint, however received, is passed to this person.
10.2 Complaint Submission and Logging
The complainant is asked to provide details of their complaint in writing, but the complaint is logged and investigated irrespective of whether this is the case. Complaints are recorded on the Complaints Spreadsheet (Complaint Record_v001.xls). The spreadsheet identifies:
The complainant
The date logged
A summary of the complaint
A summary of any investigation findings
An indication of the outcome
A summary of any action taken to resolve the complaint if it was upheld
10.3 Timeliness and Reputation Management
The Company recognises the potential reputational damage that can arise from unresolved complaints and handles all complaints as promptly as possible. Where relevant, complaints are handled in line with the requirements of the Consumer Protection Scheme.
10.4 External Complaint Resolution Requests
If the Certification Body or the Consumer Protection Scheme asks the Company to investigate and resolve a complaint that has been lodged with them, the procedure outlined above is followed, and the outcome is reported back to the person who requested the investigation.
10.5 Cooperation with External Investigations
If the Certification Body or the Consumer Protection Scheme is investigating a complaint about the Company, the Company will cooperate fully with that investigation.
10.6 Record Retention
All correspondence associated with complaints is retained in the location(s) identified in Appendix C.
