Customer Care Policy
Flagstaff Services Limited
Customer Care and Complaints Policy
This Customer Care and Complaints Policy sets out the policy for Flagstaff Services Limited (‘the Company’). It has been confirmed by the directors and is consistent with our corporate policy.
At Flagstaff Services we endeavour to provide you with the best possible service at all times. If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details are set out below.
This statement updates and replaces all previous statements. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed regularly by the Managing Director, who will take advice from suitably qualified persons and from those whom this policy may affect. The Managing Director will communicate this procedure and any developments in an appropriate and effective way.
1. Purpose
The purpose of this policy is to set clear standards for our customer service and to review and improve our level of service regularly. Flagstaff Services is a member of the Recruitment and Employment Confederation (REC) and adheres to their Code of Professional Practice. The aim is to ensure that we provide a helpful, friendly and effective service. We will ensure that every employee within the Company will put our customers at the centre of our service and treat every customer with courtesy and respect. This policy will be accessible by all customers. All staff will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.
Any complaints will be dealt with speedily and efficiently. We will put processes in place so that our staff members treat complainants courteously and empathetically and, so far as possible, keep the customers involved in decisions about how their complaints are handled and considered.
We will designate a member of staff as a ‘Complaints Manager’ to manage the processes for handling and considering complaints. Our Complaints Manager will be a Contract Manager or as so designated by our Managing Director from time to time. During any Complaints Manager’s absence we will authorise another member of staff to act as his or her deputy.
The following complaints are not subject to this policy
- a complaint made by an employee about any matter relating to his or her contract of employment;
- a complaint which is being, or has been, investigated by another authority;
- a complaint about which the complainant has stated in writing that he or she intends to take legal proceedings;
- a complaint arising out of any allegation that we have failed to comply with a data subject request under the Data Protection Act 1998 or a request for information under the Freedom of Information Act 2000, both of which are covered by provisions under those acts;
- a complaint about which we are taking, or propose to take, disciplinary proceedings in relation to the substance of the complaint against the person who is the subject of the complaint.
Persons who may make a complaint under this process are:
- a customer or any other person who is affected by, or likely to be affected by, any action, omission or decision of ours;
- a representative of such customer or person. Such representative must, in the opinion of the Complaints Manager, be suitable to act and have sufficient interest in that customer’s or person’s welfare. If the Complaints Manager decides that the representative is not an appropriate person to act as a representative, then he or she will notify that person in writing, stating the reasons. In the case of a child, the representative must be a parent, guardian or other adult person who has care of the child.
2. Telephone calls
Every employee will answer telephone calls in a prompt and helpful manner, and in any circumstances, within five rings.
3. Customer enquiries
We at Flagstaff Services will return all phone calls and emails received from clients and registered candidates and applications in respect of specific vacancies within agreed timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline.
4. Appointments
Upon request, a staff member will book appointments for customers at an earliest available time and send an appointment card/email to the customer to confirm the appointment.
All staff members should be punctual for all appointments with customers.
At the appointment, our staff members will take required information from our customers in a courteous and sensitive manner. We will treat all personal information you provided to us strictly confidential.
5. Disabled customers
We ensure that the Company and its employees do not treat disabled customers less favourably. All employees are encouraged and required to take reasonable steps to understand and record our disabled customers’ specific requirements. We have a disability discrimination policy which sets out specifics in this regard.
We make sure that our customer support and complaint facilities are accessible to disabled customers.
We provide training and guidance for all staff members to make sure that they are aware of their responsibilities under the law towards disabled customers and their actions fully reflect the Company’s commitments in this regard.
6. Making the complaint
If the above mentioned standards of service have not been met, a complaint can be made orally or in writing (including electronically) to the Complaints Manager.
If the complaint is made orally, the Complaints Manager will make a written record of the complaint, such record to include:
- the name of the complainant;
- the subject matter of the complaint; and
- the date on which the complaint is made.
Where the complaint is made in writing, the Complaints Manager will make a written record of the date on which it was received, which is then deemed to be the date on which the complaint is made.
7. Time limit for making a complaint
A complaint need not be investigated if it is not made within six months of the date on which the matter which is the subject of the complaint occurred, or within six months of the date on which the matter which is the subject of the complaint came to the notice of the complainant.
If the aforementioned time limit is not met and the Complaints Manager is of the opinion that, having regard to all the circumstances, the complainant had good reasons for not making the complaint within the above time limit, the complaint may be investigated under this process provided it is still possible at that time to investigate the complaint effectively and efficiently.
8. Acknowledgement of a complaint
The Complaints Manager will send to the complainant a written acknowledgement of the complaint within two working days of the date on which the complaint was made.
Where the complaint is made orally, the acknowledgement will be accompanied by the written record mentioned above, with an invitation to the complainant to sign and return it. This acknowledgement, and any other correspondence, will be sent by first class post.
All correspondence relating to complaints will be marked ‘Private and Confidential’ or ‘Personal’.
The Complaints Manager will send a copy of the complaint and the acknowledgement to any person identified in the complaint as the subject of the complaint.
The Complaints Manager will, if he deems it appropriate, also notify the Company’s professional indemnity insurers of any complaints which might give rise to a claim against the Company or a member of the Company’s Staff.
9. Investigation
The Complaints Manager will investigate the complaint to the extent necessary and in an appropriate manner to resolve it speedily and efficiently.
In some cases, and with the agreement of the complainant, the Complaints Manager may make arrangements for conciliation, mediation or other assistance for the purposes of resolving the complaint. The Complaints Manager will try to determine the expectations of the complainant such as an investigation, explanation and apology.
The Complaints Manager will take reasonable steps to keep the complainant informed about the progress of the investigation. This will be in writing or by telephone. But, in the case where information is given by telephone, a record will be made of any telephone call to show that we have complied with this requirement.
Where an investigation is protracted, contact will be made regularly with the complainant, no less frequently than once a month.
10. Action following investigation
After carrying out the investigation, the Complaints Manager will prepare a written response to the complainant summarising the nature and substance of the complaint, describing the investigation and stating its conclusions. This written response will be signed by or on behalf of the Company.
Investigations will be pursued promptly and diligently to allow for the written response to be sent to the complainant within 14 working days beginning on the date on which the complaint was made or, where this is not possible, as soon as reasonably practicable.
The Company recognises the possibility that a complainant may make a complaint in order to gain additional information to enable them to pursue a civil claim against the Company. Where this is suspected, the Complaints Manager may ask the Company’s professional indemnity insurers for advice on the proposed response before this is dispatched. Such a step will be undertaken without delay.
Any remedial action needed and any identified during the investigation will be implemented without delay and the Company will monitor and ensure that the new processes will be adhered to.
In cases of a complaint following an error, we aim to properly investigate the complaint and identify positive steps to reduce the likelihood of further errors. It should be the last occasion that the complainant has to make a complaint.
11. Suggestions for improvement
If you would like to make any suggestions as to how our service may be improved, please contact
Claire Chambers
Flagstaff Services Limited
22 Foyle Street
Sunderland
Tyne and Wear
SR1 1LE.
Tel: (0191) 5100788
Fax: (0191) 5658370
Email: c.chambers@flagstaffrecruitment.co.uk
12. Our rights
Our staff members have the right not to be harassed at work. Offenders may be asked to leave our premises and may be prosecuted.
