Terms & Conditions

1. Our Aim

Turner Lewis Limited is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
• We recognise that many concerns will be raised informally and dealt with quickly.

Our aims are to:

• Resolve informal concerns quickly
• Keep matters low-key
• Enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities and staff.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain”, or “complaint” is not used.

3. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

4. Responsibilities

We will:

• Acknowledge the formal complaint in writing.
• Respond within a stated period of time.
• Deal reasonably and sensitively with the complaint; and
• Take action where appropriate.
• A complainant’s (your) responsibility is to:
• Bring their complaint, in writing, to Turner Lewis Limited’s attention normally within 2 weeks of the issue arising.
• Raise concerns promptly and directly with a member of staff.
• Explain the problem as clearly and as fully as possible, including any action taken to date.
• Allow us a reasonable time to deal with the matter, and
• Recognise that some circumstances may be beyond our control.

5. Confidentiality:

Except in exceptional circumstances, every attempt will be made to ensure that both us and the complainant (you) maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant (you).

6. Complaints Procedure:

Written records will be made by us at each stage of the procedure.

Stage. 1

In the first instance, you are asked to discuss your complaint informally with a staff member who will establish the seriousness of the complaint. If your concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage. 2

If the complaint cannot be resolved informally, you will be advised that a formal complaint may be made, and the following procedure will be explained to you.

a) A formal complaint can be made either verbally or in writing. If in writing the attached form should be used. If verbal, a statement will be taken by a member of the staff.

b) In all cases, the complaint will be passed on to the complaints department.

c) The complaints department, will acknowledge the complaint in writing within one week of receiving it.

d) The above will investigate the complaint. Any conclusions reached should be discussed with the staff members involved.

e) You will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter will be sent explaining why.

Stage. 3

a) If you are not satisfied with the above decision, then you can outline a clear rebuttal to the complaints department.

b) The complaints department will examine the complaint and may wish to carry out further interviews, examine files/notes. They will respond within four weeks in writing. Their decision will be final.