Important information about our complaints procedure
Our aim:
Greenlight Consultancy Group is committed to providing a quality service and working in an open, accountable, and transparent way that builds trust and respect from our customers. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, focusing on responding positively to complaints, and ensuring we fix any mistakes in a swift and professional manner.
Therefore, we aim to ensure that:
Making a complaint is as easy as possible.
We welcome feedback and suggestions from customers and suppliers.
All complaints are treated as a clear expression of dissatisfaction with our service, and an immediate response is needed.
Complaints are dealt with promptly, politely, and confidentially.
We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally and dealt with quickly.
We aim to:
Resolve informal concerns quickly
Ensure feedback is taken on and implemented
Ensure customer satisfaction that complaints are dealt with in an open and honest way.
This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, and staff.
Definitions
A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.
Purpose
We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.
Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently, and wherever possible, resolved to the complainant’s satisfaction.
Responsibilities
Greenlight Consultancy Group Limited’s responsibility will be to:
acknowledge the formal complaint in writing upon acceptance
respond within a stated period of time
deal reasonably and sensitively with the complaint, and
take action where appropriate.
A complainant’s responsibility is to:
bring their complaint, in writing, to Greenlight Consultancy Group’s attention normally within 8 weeks of the issue arising. This can be received via letter or e-mail.
raise concerns promptly and directly with a member of staff at Greenlight Consultancy Group Ltd
explain the problem as clearly and as fully as possible, including any action taken to date.
allow Greenlight Consultancy Group Ltd a reasonable time to deal with the matter, and
recognise that some circumstances may be beyond Greenlight Consultancy Group’s control.
Confidentiality
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Greenlight Consultancy Group maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
