Tel: 0345 450 0333

 

COMPLAINTS POLICY AND PROCEDURE

NTS communications LLP 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 properly, 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 also recognise that many concerns will be raised informally and dealt with quickly.

Our aims are to:

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

2.0 Relevant legislation

Alongside our business and internal computer systems, the NTS website is designed to comply with the following national and international legislation with regards to data protection and user privacy:

  • UK Data Protection Act 1988 (DPA)
  • EU Data Protection Directive 1995 (DPD)
  • EU General Data Protection Regulation 2018 (GDPR)

If you are not happy with NTS Communication LLP please tell us.  If you are unhappy about any NTS Communications LLP service, please speak to the relevant member of staff, Manager or Director.

If you are unhappy with an individual of NTS Communications LLP sometimes it is best to tell him or her directly.  If you feel this is difficult or inappropriate then speak to a member of staff, Manager or Director.

This policy ensures that we welcome compliments and also provide guidelines for dealing with complaints about our services and staff.  Often, we will be able to give you a response straight away.  When a matter is more complicated, we will give you at least an initial response within five working days.

If you are not satisfied with our response or wish to raise the matter more formally, please complete and return our Complaint Form.

All written complaints will be logged, and you will receive a written acknowledgement within five working days.

Our aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with.  If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

Complaints Procedure:

Written records must be made by the person dealing with the complaint at each stage:

Stage 1
In the first instance, staff member(s) must establish the seriousness of the complaint.  An informal approach is appropriate when it can be achieved.  However, if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2
If the complaint cannot be resolved informally, the client should be advised that a formal complaint may be made, and the following procedure should be explained to them.  It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

  1. A formal complaint should be in writing using the Complaint Form
  2. In all cases the complaint must be passed onto a member of the relevant Management Team
  3. The responsible person dealing with the complaint must acknowledge the complaint within five days of receiving it and advise if the complaint can be resolved or advise if further investigation is necessary.
  4. Once the complaint has been fully investigated, any conclusions reached must be discussed with the Directors and member of staff if necessary and a response given to the complainant within four weeks of the complaint being received.  If this is not possible then a letter must be sent explaining why.

Stage 3

  1. If the complainant is not satisfied with the decision, then the Directors must be informed
  2. The Directors will examine the complaint and may wish to carry out further investigation, examine any file notes.  They will then respond within four weeks in writing and their decision will be final.

Click here to complete our complaints form