Partner with us
Find out how we can transform your organisation
We define a complaint as an expression of dissatisfaction about our organisation, our staff, our partners, or anyone else acting on our behalf. A complaint can be received verbally, by phone, by email, or in writing. A complaint may not necessarily contain the word complaint, so for guidance any feedback received which may have a reputational or commercial impact on PowerON should be managed using the guidance set out in this document. For the avoidance of doubt, please check with your line manager if you are unsure whether feedback received constitutes a complaint.
We may also handle negative feedback as a complaint, even it is not formally logged as a complaint by the customer, if we believe this will help us give a proportionate response to improve the outcome for the customer, or to improve our process for the future.
Our policy is to:
The person who receives the complaint should:
The Service Delivery Director and Quality Manager, with line manager if required, will:
4.1 Acknowledgement and response
The complaint will be formally acknowledged by email within 2 working days. The acknowledgement will confirm who is handling the complaint, and when the complainant can expect a reply, and will include a link to the complaints procedure.
The individual nominated to handle the complaint should investigate, and identify actions required to:
The complaint handler should then agree the proposed actions with relevant line managers, and organise a conversation with the complainant to explain how we plan to resolve the issue. Once agreement has been reached, we will implement the agreed actions, and contact the customer to confirm that they are content with the solution provided.
If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is escalated. At this point, the complaint will be passed to the Director responsible for the area, or to the Managing Director if the Director has already been involved.
The request will be acknowledged within 2 working days, confirming who will deal with the case, and timescales for response.
The Director or MD will then investigate, and provide a definitive response within 10 working days. If this is not possible (for example, if the investigation is still ongoing), a progress report will be sent with an indication of when a full reply will be given. The decision taken at this stage is final.
4.3 Closing the complaint
Once the solution has been agreed with the customer and implemented, the complaint should be closed off on the Customer Complaint Log, with a summary of actions taken.
Key emails regarding the complaint (particularly the outline of the issue and resolution) should be stored within the Customer Complaints folder within the BMS, in a folder named in the format Complaint Number – Company Name.