Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone within the company knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely manner.
• To make sure that all complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

Definition of a Complaint

A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of Barlaston Tool Shed.

Complaints may come from customers, suppliers, prospective customers, organisations with whom we hold contract or sub-contractors.

A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use the Group’s Discipline and Grievance policies.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and follow any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Operations Director.

Publicised Contact Details for Complaints

Written complaints may be sent to Barlaston Tool Shed at Station House, Station Road, Barlaston, Stoke on Trent, Staffordshire ST12 9DQ or by email at info@barlastontoolshed.co.uk

Verbal complaints may be made by phone to 01782 479 888 or in person to a member of Barlaston Tool Shed staff at Station House, Station Road, Barlaston, Stoke on Trent, Staffordshire ST12 9DQ.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who received a phone or in person complain should:

• Write down the facts of the complaint.
• Take down the complainant’s name, address and telephone number.
• Note down the relationship of the complainant to the Group (for example, customer or supplier).
• Tell the complainant that we have a complaints procedure.
• Tell the complainant what will happen next and how long it will take.
• Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

All Stage 2 complaints must be received in writing only – this can be in the form of an email or letter.

For further guidelines about handling verbal complaints, see Appendix 1.

Resolving Complaints

Stage One

All complaints should be passed to the relevant department immediately after receipt. Complaints should be acknowledged by the relevant department within 24 hours of being given the details of the complaint. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.

Ideally, complainants should receive a definite reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified 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.

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed. At this stage, the complaint will be passed to the Compliance Manager.

A complaint can also be raised to Stage Two by the staff member completing the Stage One investigation if they feel there is nothing further that they can do to resolve the issue.

The request for a Stage Two complaints review should be acknowledged within 1 working day of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. It should also specify that Stage Two complaints are dealt with in writing only. A copy of this complaints procedure should be attached.

The Compliance Manager may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One.

If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.

The person who dealt with the original complaint in Stage One should be kept informed of what is happening.

Ideally, complainants should receive a definite reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is upheld or not, the reply 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 Managing Director decides it is appropriate to seek external assistance with resolution.

All complaint stages will be overseen by the IMS Coordinator who will audit all complaints received and the responses provided.