Complaints procedure

GiGL complaints procedure

Definition

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of GiGL by customers or representatives from partner organisations.

Background

GiGL has introduced a complaints procedure in order to enable appropriate feedback and constructive criticism of its staff team and services by its partners and customers. The intention is to resolve specific complaints, learn from feedback and build on the relationships with our end users through improving how we operate, whilst also ensuring they have a good understanding of our business model.

Outline of the procedure

GiGL intends for the process to be clear and easy to use for anyone wishing to make a complaint. It will be signposted on our website at appropriate points, and a downloadable form will be uploaded for use by partners and customers.

All GiGL staff and board members will be familiarised with the process so that everyone involved in running GiGL will know what to do if a complaint is received. Complaints will be investigated appropriately and fairly within 20 working days. Complainants will be notified if the process will take any longer than this.

A complaint can be received by email or in writing using the GiGL complaints form. It will be handled sensitively and only by relevant GiGL representatives. It will be dealt with in keeping with relevant data protection requirements.

Overall responsibility for this policy and its implementation lies with the GiGL Chief Executive unless the complaint refers to them, in which case the complaint will be referred to the Chair of the Board of Directors.

Process

Stage One

  1. If the complaint has been received by the person responsible for the issue, they may be able to resolve it swiftly and should do so if possible and appropriate
  2. If step one isn’t appropriate, tell the complainant that we have a complaints procedure
  3. Send them a copy of the form (FT007)
  4. Tell the complainant what will happen next and how long it will take once the completed form is received by the GiGL CEO or Chair
    1. GiGL CEO will acknowledge receipt of the completed form, state who is investigating the issue for the complainants reference, and record the complaint in the GiGL complaints log within 5 working days
    2. GiGL CEO will investigate the complaint and respond within 20 working days of acknowledging receipt of the completed form. If it is not possible to complete the investigation and respond within 20 working days, a progress report will be sent to the complainant.
    3. Whether the complaint is justified or not, the reply to the complainant will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.Stage Two

Stage Two

  1. 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 GiGL Chair for discussion at the next board meeting
  2. The GiGL Chair will acknowledge a Stage Two complaint within 5 working days of receipt. The chair will outline who is dealing with the case and when the complainant can expect a reply
  3. The GiGL Chair will review the paperwork from Stage One and speak to the person who dealt with it
  4. The person who dealt with the original complaint at Stage One should be kept informed of what is happening
  5. Complainants should receive a definitive reply within 20 working days of the board meeting at which the complaint was considered. If this is not possible because an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given
  6. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution. Depending on the nature of the complaint, it may be appropriate to consult with organisations such as CIEEM, ALERC or the NBN Trust

Variation of the Complaints Procedure

It may be necessary for the Board to vary the procedure to avoid a conflict of interest, for example, a complaint about the Chair should not also have the Chair as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints will be reviewed annually to identify any trends which may indicate a need to take further action.

Policy updated:

Policy Last Updated: April 2014