Complaints Handling Procedure (Internal)
Objective:
Step 1 – Allowance for Vulnerable Customers
Our organisation must take account of the needs of vulnerable consumers, those with additional needs or special access requirements when handling a complaint. Where a consumer may be vulnerable, for example, have mental or physical infirmity, or English may not be their first language, then we would request and allow that a trusted 3rd party be present and provide suitable help and assistance when dealing with vulnerable people. We will ensure that vulnerable consumers are not exploited or disadvantaged in any way.
Step 2 – Complaints received by telephone
All complaints should be handled in a polite and professional manner and recorded on a Customer Complaints Form and also entered into the Complaints Record Log at the time of receiving the complaint by the person dealing with the complaint. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
of any Additional Complaints Handling Procedures.
If the complaint relates to a Retrofit Assessment, the customer should be asked to put the complaint into writing and inform the customer of the ecmk complaint procedure.
http://www.ecmk.co.uk/home-owners/what-to-expect-from-your-energy-assessor/
The person dealing with the complaint must, within 24 hours of receipt of the complaint, notify the person responsible for complaints and the Retrofit Coordinator and/or TrustMark Scheme Provider (where applicable).
Step 3 – Complaints received in writing and/or via e-mail
The complaint should be recorded on a Customer Complaints Form and also entered into the Complaints Record Log by the person dealing with the complaint. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
any Additional Complaints Handling Procedures.
The person dealing with the complaint must, within 24 hours of receipt of the complaint, notify the person responsible for complaints and the Retrofit Coordinator and/or TrustMark Scheme Provider (where applicable).
If the complaint relates to the Retrofit Assessment, the person responsible for complaints must notify ecmk at schememanager@ecmk.co.uk
Step 4 – Complaints received in writing via Customer Feedback Form
Customers are encouraged after the completion of an installation to answer questions and provide feedback in writing for internal assessment. The person dealing with the complaint must, within seven working days of receipt of the complaint, notify the complainant in writing –
that the complaint has been received;
of our company complaints handling procedure;
of the Relevant Ombudsman Service;
any Additional Complaints Handling Procedures.
All Customer Feedback Forms with an attached Analysis of Customer Feedback Form should be kept within the Customer Feedback Folder.
The person dealing with the complaint must, within 24 hours of receipt of the complaint, notify the person responsible for complaints.
If the complaint relates to the Retrofit Assessment, the person responsible for complaints must notify ecmk at schememanager@ecmk.co.uk.
Step 5 – Review
The complaint or problem is reviewed by David Harlow, or other senior person within the organisation and a course of action decided upon based upon the nature of the complaint. Any discussions with third parties, shall be logged on the Customer Complaints Form. This will also contain the customer’s full history from initial enquiry and may help identify any potential issues and provide full details and background on the customer concerned.
Step 6 – Action to be taken
Once the complaint has been investigated in full and the course of action decided the outcome will be undertaken in a speedy and professional manner and the customer contacted at most within 8 weeks from the date of complaint. Depending on the nature of complaint a site visit shall be arranged within this period to inspect the measure. The findings shall be reported to the customer clearly in writing or earlier if a possible safety issue arises from the complaint.
This will be carried out with the knowledge and under the direction of our Scheme Provider (where applicable).
Step 7 – Outcomes
It may be necessary to refer the matter to a third party. All complaints and Feedback Forms shall be analysed and discussed and documented at the quarterly meetings on the Quarterly Review Form and logged at the Quarterly Review Minutes for assessment and improvement. Once the issue is rectified this should be detailed on the Complaints Form and Log. The Complaints Form and Log should then be passed to the Quality Representative.
If the complaint relates to Retrofit Assessment, the person responsible for complaints must notify ecmk at schememanager@ecmk.co.uk details of the action taken, and resolution reached.
Step 8 – Appeals Process
If the customer is not satisfied with the outcome and remedy offered, then the customer may notify the Relevant Ombudsman Service and our organisation would co-operate fully should this need arise through our Scheme Provider.
Providing Alternative Dispute Resolution (ADR) – or arbitration – became UK law from 1st October 2015 for all businesses that sell to consumers. This means that when a matter remains in dispute, our firm is legally compelled to give the consumer the contact details to the Ombudsman Service.
NB: It is important to document, date and record the complaint fully. This allows our organisation to monitor the complaint and provide a timeline in order to resolve the complaint successfully. By fully documenting the complaint it enables it to be discussed and reviewed at quarterly meetings and may be introduced into training courses to serve as a teaching aid and help ensure the complaint is not duplicated in the future. It also allows our organisation to check to see if a common problem is recurring (does the same complaint often surface in more than one location or on more than one product or service) to identify potentially who or what is responsible enabling prompt preventative action and ensuring standards don’t slip and high standards are maintained.
If a member of staff falls ill or someone has to take over a complaint, then documenting should also make it easier for another member of staff to take over avoiding delays and appearing professional at all times to the customer. It is vital to maintain contact with the customer and to keep them up to date with what is going on – communication is key to successfully resolving a complaint and avoid the complaint escalating. It is also important to take extra time, effort and care when dealing with “vulnerable” customers.
Step 9 – Member of staff in Complaints Handling position away for a long period
Our organisation will ensure that several members of staff are capable of handling queries and complaints and are trained and competent in the same role. The director has already trained and familiarised the Senior Administrator and so a replacement can stand in if a staff member is away for a long period of time. As we expand, the Managing Director will ensure further staff are recruited, trained and monitored in order to ensure sufficient coverage.
Any complaints records and their resolution will be kept for a minimum of six years, or the duration of any EEM guarantees (whichever is longer) in line with data protection laws.
