Purpose
We regard a complaint as an expression of dissatisfaction about our organisation, our staff, our partners, our contracted service providers or anyone else acting on our behalf.  A complaint can be received verbally, by phone, by email or in writing.

Our Policy

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
• To make sure everyone at Inquisitive Explorers Ltd T/A Femtinos knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve what we do
• All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Procedure
The person who receives an email/written/phone or in person complaint should:

• Write down the facts of the complaint
• Take the complainant’s name, address and telephone number
• Note down the relationship of the complainant to Inquisitive Explorers Ltd T/A Femtinos
• Tell the complainant that we have a complaints procedure
• Tell the complainant what will happen next and how long it will take
• Ask the complainant to send a written account using our “Complaint / Concern Form” by post or by email so that the complaint is recorded in the complainant’s own words

Please note: although we value our customers and take complaints seriously, we do not tolerate disrespect towards our staff and reserve the right for our staff to withdraw from a conversation. We will, however, contact the customer through a different means of communication to resolve the complaint.
We reserve the right to cease all services to the complainant until the matter has been resolved.

Resolving Complaints

Stage One The complaint will be logged to our customer feedback register. An acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. A copy of this complaints procedure will be attached or a link sent via email. In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they should try to do so if possible and appropriate. If it has not already been resolved, an appropriate person (Director) will investigate and take appropriate action.  We may ask the member of staff who dealt with the complainant to reply to the complaint. You may be asked to meet the complainant to discuss and hopefully resolve the complaint or we may send a detailed reply to the complaint. This will include suggestions for resolving the matter. This will be done within 14 working days of receiving the complaint. If we are unable to resolve the complaint within 14 days, we will contact the complainant with an estimated time frame.

Escalation Process
Stage Two If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to the Managing Director.   The request for Board level review will be acknowledged within 14 working days of receiving it. The acknowledgement will confirm who will deal with the case and when the complainant can expect a reply. The MD may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond. Stage 2 complaints will receive a definitive reply within 30 working days.  If this is not possible because for example, an investigation has not been fully completed, 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.   

Continuous Improvement
Stage 3 We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the organisation. This policy does not cover complaints from staff who should review the Grievance Policy from the staff handbooks. Overall responsibility for this policy and its implementation lies with the HR Manager. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Updated Jan 2018