Complaints policy template

Purpose

[Company Name] is committed to providing a high level of service and maintaining a positive working environment. This policy outlines our procedure for handling complaints effectively, fairly, and consistently, ensuring that any issues are addressed in a timely and professional manner.

Scope

This policy applies to all employees, contractors, customers, and other stakeholders who may wish to raise a formal complaint regarding our services, actions, or policies.

General Principles

Policy Statement

[Company Name] encourages open communication and strives to resolve complaints as quickly as possible. We view complaints as valuable feedback, using them as an opportunity to improve our service, relationships, and operational practices.

Definitions

• Complaint: An expression of dissatisfaction about the service, conduct, or treatment experienced from [Company Name].

• Complainant: Any individual or group making the complaint.

Complaints Procedure

Informal Resolution

We encourage individuals to first attempt to resolve complaints informally by discussing them directly with the person involved or the relevant line manager.

Formal Complaint Process

If a complaint cannot be resolved informally, the following steps should be taken:

• Step 1: Submission of Complaint
  Complaints should be submitted in writing using the [Company Name] Complaints Form (see Appendix A), which is available on our [website/internal portal]. Completed forms should be sent to the HR Department at [HR email address].

• Step 2: Acknowledgement
  Within [5 working days] of receiving the complaint, HR will acknowledge receipt and inform the complainant of the next steps, including expected timelines.

• Step 3: Investigation
  The HR Department will assign a member of the management team to investigate the complaint. This may include interviews with the complainant, involved parties, and any relevant witnesses, as well as a review of related documents.

• Step 4: Resolution and Outcome
  Upon concluding the investigation, HR will share the outcome with the complainant, outlining any actions taken to address the complaint. This should be done within [20 working days] from the complaint submission date, where feasible.

• Step 5: Appeal
  If the complainant is dissatisfied with the outcome, they may request an appeal. This must be made in writing within [10 working days] of receiving the initial outcome. An appeal will be reviewed by a senior manager who was not involved in the initial investigation.

Confidentiality

All complaints will be treated confidentially to the extent possible and in line with legal obligations. Details will be shared only with individuals directly involved in the resolution process.

Responsibilities

• Complainants: To raise concerns promptly and provide relevant information to facilitate resolution.

• Managers: To address informal complaints constructively and support the formal process when needed.

• HR Department: To manage the complaints process, ensure policy adherence, and maintain confidentiality.

Record Keeping

Records of complaints, investigations, and outcomes will be maintained securely by the HR Department and retained for a minimum of [3 years] following resolution.