Complaints Policy and Procedure
All complaints are to be reported as soon as possible to the Quality Manager of CHC- Gillian Hutchison. The details of the complaint will be logged in the Complaints Log and will include:
- Date and time of complaint received
- Customer/client information
- Nature and details of complaint
- Details of any initial mitigating action
- Any other information which may assist in prompt resolution
It is the Quality Manager’s responsibility to ensure that an investigation is carried out in a prompt and effective manner and in accordance with the complaints policy and procedure.
An initial report will be drafted and emailed to all concerned parties within 2 days of receipt of the complaint. This will allow for the draft report to be checked for accuracy and factual content.
The draft report should contain the following:
- The origin of the complaint
- The facts of the complaint
- Any mitigating circumstances
- Details of the investigation and concerned parties
- Evidence provided
- Conclusions drawn
CHC will provide a final summary report to all relevant parties and inform them of any actions to be taken within 10 working days of receipt of the initial complaint.
CHC will implement any actions to be taken as a result of the investigation to prevent any reoccurrence.
All relevant information will be retained by CHC in line with data protection legislation.
Right To Appeal
An appeal can be made against a decision or action following the outcome of the final report.
Any appeal to be received in writing by the Quality Manager within 14 days of receipt of the decision.
CHC will consider an appeal and will aim to reach a decision within 10 working days of receipt of the appeal. All appeals will be considered by the Senior Management of CHC.
If a satisfactory conclusion cannot be reached for all parties concerned, then the complainant will be provided with the details of the awarding body/ regulating authority and the procedure for escalating the procedure.
CHC will provide the awarding/ regulating body all information relating to the complaint.