The Super
Generation is committed to providing a quality service for its staff and
service users and working in an open and accountable way that builds the trust
and respect of all our stakeholders. One of the ways in which we can continue
to improve our service is by listening and responding to the views of our
staff, service users and stakeholders, and in particular by responding
positively to complaints, and by putting mistakes right.
Therefore we
aim to ensure that:
- making a
complaint is as easy as possible;
- 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.
An informal
approach is appropriate when it can be achieved. But if concerns cannot be
satisfactorily resolved informally, then the formal complaints procedure should
be followed.
The Super Generation defines a complaint as 'any expression of dissatisfaction that relates to The Super Generation and that requires a formal response'.
The formal
complaints procedure is intended to ensure that all complaints are handled
fairly, consistently and wherever possible resolved to the complainant's
satisfaction.
The Super
Generations responsibility is to:
- acknowledge
the formal complaint in writing; respond within 5 working days;
- deal
reasonably and sensitively with the complaint; take action where appropriate.
A
complainant's responsibility is to:
- bring their
complaint, in writing, to The Super Generation's attention normally within 8
weeks of the issue arising;
- raise
concerns promptly and directly with a member of staff in The Super Generation;
- explain the
problem as clearly and as fully as possible, including any action taken to
date;
- allow The
Super Generation a reasonable time to deal with the matter;
- recognise that some circumstances may be beyond
The Super Generation's control
Responsibility for Action: All Staff of The Super Generation.
Confidentiality: Except in exceptional circumstances, every attempt will be made
to ensure that both the complainant and The Super Generation 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 merit). Should this be the case, the situation will
be explained to the complainant.
Monitoring and Reporting: Management of The Super Generation will receive annually an
anonymised report of complaints made and their resolution.
Stage 1In the first instance, if you are unable to resolve the issue informally, you should write to the manager, so that they have a chance to put things right. If your complaint concerns a manager of The Super Generation, rather than a member of The Super Generation's staff, you should write formally to the individual concerned. 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 5 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of The Super Generation staff to write to, your complaint should be sent to The Super Generation's owner.
Stage 2
If you are not satisfied with the initial response to the complaint then you can write to The Super Generation's Owner and ask for your complaint and the response to be reviewed. You can expect the Owner to acknowledge your request within 5 working days of receipt and a response within 15 workings days.
The Super Generation's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently 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.
