Governance & responsibility
Complaints Procedure
A public route for raising service concerns and understanding how they will be reviewed.
Purpose and commitment
Concerns should receive ownership, investigation and response.
The company aims to receive complaints professionally, establish the relevant facts, protect confidentiality and provide a proportionate response and improvement action where required.
The procedure should cover complaints from customers, employees, suppliers and members of the public concerning company services or conduct.
Responsibilities
Clear ownership and escalation.
The receiving manager should ensure the complaint is logged and allocated. Investigators must remain suitably independent, and senior leaders should oversee serious, repeated or unresolved concerns.
Reporting and review
Concerns must be acted upon.
The approved page should state the complaint email or postal address, expected response stages and any route to request a review of the outcome.
Review dates, document ownership and the approved full policy should be confirmed before publication.
This page provides draft website content and is not a substitute for the company’s approved controlled policy. Replace or approve the wording before launch.
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Standards & assurance