Complaint Policy

Our Aim

Workweeks is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and candidates, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, 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.

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

Definitions

A compliment is an expression of satisfaction about the standard of service we provide.     

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

Workweek’s responsibility will be to:

• acknowledge the formal complaint in writing;
• 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 Workweek’s attention immediately
• raise concerns promptly and directly with a member of staff Workweeks;
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Workweeks a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond Workweek’s control.

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Workweeks 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 using appropriate mode of communication (eg. Email, whatsapp messages and via phone)

How to make a complaint

You can make a complaint by:

Phone: 0208 0883 290/0208 0803 239

Email: complaints@workweeks.co.uk

If you are e-mailing please state if a reply by telephone or email is acceptable, if not, please provide full postal address

Please provide sufficient details for us to resolve the matter and be mindful not to include sensitive information such as National Insurance Number etc.

Responding to your complaint

Our aim is to acknowledge all complaints with 3 working days from when we receive your complaint and begin investigating any matters concerned as soon as possible. If the matter requires a more detailed investigation and it is not possible to give you a full reply within 3 working days, we will update you, where possible, with an interim response advising you on the actions being taken or carried out. Thereafter, we will endeavour to ensure that complaints are resolved within15 working days from the complaint being received.

Complaints are generally able to be resolved the parties involved and so we will normally refer each matter to the line manager concerned. However, if you are not satisfied by the response, matters can ultimately be escalated to the relevant Director, whose response will be full and final.

Matters Regarding Professional Malpractice

It is our policy (Workweeks Group Ltd) to deal with allegations of criminal conduct, malpractice, or professional misconduct in a professional manner. Any information or queries regarding suspicions of malpractice or professional misconduct are to be referred to the relevant team. An investigation will be carried out by the us and we will then liaise with you and the appropriate Professional or Regulatory Body as required.

Matters Regarding actual or potential violations of the law

We take serious actions when it comes to matters regarding actual or potential violations of law. We will also protect the confidentiality of individuals and their records; this applies to both our own employees and clients.

Record Keeping

A register of complaints will be kept by Workweeks. The register will be maintained by the complaint team and will record the following for each complaint:

·        Details of the complainant and the nature of the complaint

·        Date lodged

·        Action taken

·        Date of resolution and reason for decision

·        Indication of complainant being notified of outcome

·        Complainant response and any further action

Copies of all correspondence and other materials received by Workweeks in connection with any complaints will be kept for 5 years.

The complaints register and files will be confidential and access is restricted. A statistical summary of complaints and appeals will also be kept where necessary and this will be maintained by the complaint team who will be for preparing a report on received feedback and complaints.

For more information you can send us an email to complaints@workweeks.co.uk