Written complaints may be sent by email to firstname.lastname@example.org or post at 23- 25 All Hallows, Bedford MK40 1LN.
Verbal complaints may be made by phone to 01234 363774 or in person to any of BeeZee Bodies’s staff at 23-25 All Hallows, Bedford MK40 1LN or 42a Church Street, Hatfield AL9 5AW
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to a Manager. This should include
• Name and contact number of complainant
• Details of the complaint
• Suggested way forward
On receiving the complaint the Manager will record it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within 48 hours. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. (A copy of this complaints procedure should be attached.)
Ideally complainants should receive a definitive reply within one week- unless more time is required to gather evidence in which case the complainant should be notified of an extension. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
The reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Director level. At this stage, the complaint will be passed to Helen Mayhew Operations Director or Stuart King, CEO. The commissioning body for the programme will also be made aware at this stage.
The request from Helen Mayhew or Stuart King, should be acknowledged within 48 hours of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
Stuart King or Helen Mayhew may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within one week. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
The decision taken at this stage is final, unless BeeZee Bodies decides it is appropriate to forward to Commissioning body for further comment.