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ALIKC Complaints Policy

Introduction

This document sets out the complaints policy and procedure relating to ALIKC, its members and all interested parties who encounter a direct or indirect service from ALIKC.

ALIKC values its membership and accordingly aims to provide members with excellence of service and to address any lapses in our service delivery, should they occur, promptly and effectively.

Should you feel you have encountered a level of service that is below both your expectations and those of ALIKC, please raise any concerns you may have with us immediately so that we may address them and use your experience to improve our systems and/or approach.

 

Scope

This policy covers complaints from our members in relation to the associated services offered by ALiKC.

If you are unhappy about the way you have been treated or unhappy with a service that we promote or offer, you should send your concern immediately and certainly within one month of the occurrence, addressed to the ALIKC Company Secretary.

 

Review arrangements

We will review this policy and its associated procedures annually as part of our self-evaluation arrangements and revise it as and when necessary in response to membership feedback

If you would like to provide us with feedback, please contact us via the details provided at below.

 

How should I complain?

Most complaints arise from simple misunderstandings. All of our team have been trained to help our members, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who you originally dealt with. If that person cannot help or if you wish to speak to someone else, please contact our Company Secretary. If this is not possible, or if you are not satisfied with the help provided, please send a written complaint, normally within one month of the event you are complaining about, and address it to us at the contact details outlined at the end of policy.

 

If I complain what details do I have to give?

When you contact us, please give us your full name, contact details including a daytime telephone number together with:

  • a full description of your complaint (including the subject matter, dates and times if known)
  • the names of the people you have dealt with so far
  • copies of any papers or letters relating to your complaint

 We treat all complaints sensitively, however If you are concerned about possible adverse consequences please inform us that you do not wish for us to divulge your identity during our investigations. You must, however, give us your name and contact details. We cannot investigate anonymous complaints.

 

Complaints bought to our attention by Third Parties

Where a third party informs us about failures that have been discovered in our process, these will be reviewed in the same manner as other complaints and in accordance with the procedures below to ascertain if the same issue could affect ALIKC member services

 

What will happen to my complaint?

We will acknowledge receipt of your complaint within 48 hours, and advise you of who is investigating your complaint. Our Company Secretary will be responsible for ensuring the investigation is carried out in a prompt and effective manner and in accordance with the procedures in this policy. S/he will allocate a relevant member of our Team to lead the investigation and establish whether or not issue relating to the complaint has occurred.

At all times we will ensure that any ALIKC personnel assigned to the investigation will have the appropriate level of training and competence and that they have had no previous involvement or personal interest in the matter. If the Company Secretary has an involvement in the complaint matter they will not be responsible for allocating a member of staff to carry out the investigation or for overseeing and managing the investigation.

We aim to investigate the complaint within 10 working days. If your complaint is more complex, or involves people who are not available at the time, we may extend this to 20 working days. We may contact you within this period to seek further information or clarification (in some instances we may recommend a meeting). At the end of the investigation we shall write/email to inform you of our decision.

 

Successful complaints and/or issues bought to our attention by Ofqual

If any part of your complaint is upheld, we will respond accordingly and give due consideration to how we can improve our service and arrangements e.g. by reviewing our procedures to assess the impact on our membership services (if relevant) or arranging for staff training. In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of our staff is deemed at serious fault.

In situations where a complaint has been successful, or where an investigation following notification from the third party indicates a failure in our processes, we will give due consideration to the outcome and will take appropriate actions such as:

  • identify any other member who has been affected by that failure
  • correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure, and
  • review and amend our arrangements, where appropriate, to reduce the likelihood that a similar failure will reoccur in the future.
  • start internal disciplinary procedures against a member of our Team if we found their behavior was seriously at variance with our internal procedures and arrangements

 

What if I am not happy with the reply?

If you disagree with the decision the first point of contact is the Company Secretary.

If you remain unhappy with our decision following investigation of your complaint you can, where relevant, take the matter to a full committee meeting (Held bi-monthly throughout the calendar year). The final decision will sit with a majority vote of the committee)

 

Contact us

If you have any queries about the contents of the policy, please contact our Company Secretary on 0333 012 4028 or email admin@alikc.org.uk

 

Download ALiKC Complaints Policy Aug 2017