Complaints Policy and Procedure
Anderson Commercials is committed to providing a quality service for its customers and working in an open and accountable way that builds trust. One of the ways in which we can continue to improve our service is by listening and responding positively to complaints, and by making efforts to put mistakes right.
Therefore, the Company aims to ensure that:
1) Making a complaint is as easy as possible
2) A complaint is treated as a clear expression of dissatisfaction with our service which calls for an immediate response
3) Dealing with complaints is addressed promptly, politely and, when appropriate, confidentially
4) The response is addressed in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
5) Complaints are viewed as an opportunity to learn and improve
6) Policies and procedures are reviewed annually
7) We recognise that many concerns are best raised informally and dealt with quickly; therefore, our aims are to:
a) resolve informal concerns quickly
b) keep matters low-key
c) enable mediation between the complainant and the individual to whom the complaint has been referred.
An informal approach is appropriate when it can be achieved, but if concerns cannot be satisfactorily resolved this way, then the formal complaints procedure should be followed.
In the first instance, if you are unable to resolve the issue informally, you should write to the Company, to allow us a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response and an explanation within 15 working days.
Our aim is to resolve all matters as quickly as possible. We do however understand that inevitably some issues will be more complex and therefore may require longer to be fully investigated and understood so that an appropriate remediation can be agreed. Therefore, if you are not satisfied with the initial response to the complaint then you can request the opportunity to meet to discuss the matter. You can expect your request to be acknowledged within 7 working days of receipt. You should get a response within 15 working days. Timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
After giving us the opportunity to understand your complaint and offer remediation, if you are still not satisfied with the subsequent reply and proposal to rectify the situation, then you have the option of obtaining advice on your rights from the Citizens Advice Bureau, who can provide free advice https://www.citizensadvice.org.uk/
If you wish to take your complaint further, we would request that you inform us in writing within 10 days of receiving the written response.