Complaints Handling Procedure
1. Introduction
This document outlines the procedure for handling complaints within ASRM ensuring all concerns are addressed promptly, fairly, and consistently.
2. Purpose
To provide a clear and transparent process for managing complaints from clients, staff, or the public.
3. Scope
Applies to all employees and contractors of the company.
4. Definitions
Complaint: An expression of dissatisfaction.
Complainant: The person making the complaint.
5. Responsibilities
- Operations Manager: Oversees complaint resolution.
- Assigned Investigator: Conducts investigations.
- All Staff: Must report and cooperate with complaint procedures.
6. Complaints Handling Procedure
- 6.1 Receiving Complaints: Complaints may be received verbally, in writing, or via email.
- 6.2 Logging Complaints: All complaints are logged in the Complaints Register with a unique reference number.
- 6.3 Acknowledging Complaints: Acknowledgement sent within 2 working days.
- 6.4 Investigating Complaints: Investigator assigned to gather facts and interview relevant parties.
- 6.5 Resolving Complaints: Resolution proposed based on findings.
- 6.6 Communicating the Outcome: Outcome shared with the complainant in writing.
- 6.7 Escalation Process: If unsatisfied, complainant may escalate to senior management.
- 6.8 Closing the Complaint: Complaint closed and documented once resolved.
7. Record Keeping
All complaint records are retained for a minimum of 3 years.
8. Monitoring and Review
Complaints are reviewed quarterly to identify trends and improve services.
9. ASRM Contact Information
Complaints Officer- Andy Walker (andy@ASRM.ltd)
Email: admin@ASRM.ltd
ASRM Complaints Handling Procedure Diagram
For round-the-clock oversight, get in touch with our team.
If you need continuous monitoring and rapid response, contact ASRM to discuss how we can support you.
