Complaints Policy
This policy outlines our approach to handling complaints, ensuring that they are dealt with fairly, and effectively, and maintaining the trust and confidence of our clients, suppliers, and partners.
Purpose of the Policy
This policy outlines our approach to handling complaints, ensuring that they are dealt with fairly, and effectively, and maintaining the trust and confidence of our clients, suppliers, and partners. We see complaints as an opportunity to learn and improve our services, as well as a chance to put things right for the person or organisation that has raised the complaint.
How to Make a Complaint
Complaints can be made in various ways, including by email, telephone, or in writing. We aim to make this process as accessible as possible to ensure that all complaints are heard and addressed appropriately. Full contact details for making a complaint can be found on our website.
Receiving and Acknowledging Complaints
Upon receiving a complaint, we will acknowledge it promptly, typically within a few working days. This acknowledgement will provide an initial response to the issues raised and outline the next steps, including the timeframe for a full response.
Investigating Complaints
All complaints will be investigated thoroughly and impartially by a team or individual with the appropriate knowledge and authority to resolve the issue. We will review all relevant information and, if necessary, may contact you to further understand your concerns and the outcome you are seeking.
Resolving Complaints
Our goal is to resolve complaints to the satisfaction of the complainant, while also identifying opportunities to improve our services. Once the investigation is complete, we will provide you with a detailed response, including an explanation of our findings, any actions we have taken, and any changes we plan to implement as a result of your feedback.
Confidentiality
We treat all complaints confidentially. Information about your complaint will only be shared with those who need to know to investigate and resolve the matter.
Escalation
If you are not satisfied with our response, we will provide information on how to escalate your complaint within our organisation for further review. We aim to resolve all complaints internally; however, we will also inform you of any external bodies you can contact if you are not satisfied with the outcome.
Monitoring and Learning
We monitor all complaints received to identify any trends or systemic issues that may require further action. This policy will be reviewed regularly to ensure it meets our commitment to improving the quality and effectiveness of our services.
Feedback
We welcome feedback on our complaints process to ensure it remains effective and meets the needs of those we serve. If you have suggestions for improvement, please do not hesitate to contact us.
Contact Us
For further information on how to make a complaint or to provide feedback on this policy, please visit our website or contact us directly. Our dedicated team is here to ensure that your experience with Procure Partnerships Framework is positive and meets your professional expectations.