COMPLAINT PROCEDURE AND POLICY
Al Jadeed Exchange standards in service delivery and welcomes feedback from individuals, users of our services and anyone who works with us, on all aspects of our services. Such feedback is vital in helping us evaluate and improve our work.
The objectives of Al Jadeed Exchange policy and procedures are to:
- Ensure everyone knows how to make a complaint and how a complaint will be handled
- Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames
- Provide individuals with a fair and effective way to complain about our work
- Ensure that complaints are monitored to improve our services
Al Jadeed Exchange will ensure that we:
- Listen carefully to complaints and treat complaints as confidential, where possible
- Investigate the complaint fully, objectively and within the stated time frame
- Notify the complainant of the results of the investigation and any right of appeal
- Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence
- Report on an annual basis, the number of complaints received the outcomes and any actions taken. (Can be considered Later)
Definition of a complaint
A complaint is any expression of dissatisfaction by an individual, whether justified or not.
An individual may make a complaint if they feel Al Jadeed Exchange has:
- Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided
- Failed to act in a proper way
- Provided an unfair service
This policy and procedure relate only to complaints received about Al Jadeed Exchange.
Concern or Complaint
It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.
If you have any concerns about our work please tell a counter staff or their manager as soon as possible, so they can quickly understand your concerns and try to put things right.
If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below.
Al Jadeed Exchange aims to settle the majority of complaints quickly and satisfactorily by the staff who provides the service. The complaint may be resolved quickly by way of an apology or by an acceptable explanation to the individual.
There are three stages to the complaint’s procedure:
- Stage One – the complaint
- Stage Two – investigation
- Stage Three – appeal
Stage One – Complaint
- The complaint can be written or if the individual prefers they can tell someone at AJX or someone else, who will write it down for them. The complainant will need to sign it.
- Individuals wishing to make a complaint should contact the person who provided the service, or their line manager. Alternatively, they can contact us by writing to our customer service: email@example.com or firstname.lastname@example.org / or call us 0968 – 91455455 & 0968-24092700
- On receipt, each complaint will be allocated a reference number and logged on the complaints register. Complainants must receive an acknowledgement within 5 working days of receipt of a signed complaint.
Stage Two – Investigation
- All complaints at this stage should be dealt with by a manager. If they need to meet with the complainant, they will do so within seven working days of receiving the written complaint.
- Complaints will be fully investigated, and a written response provided to the complainant within ten working days by the investigator.
- The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services.
- Where the complaint has upheld an apology should be offered.
- Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding letter will be sent after ten working days and a final date given for a conclusion to be reached. (Not Necessary )
- If an individual remains dissatisfied with the outcome from Stage Two they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.
- The complaints register will be updated, and any pending complaints flagged so they are followed up
Stage Three – Appeal
- If the complaint cannot be resolved to the complainant’s satisfaction at stage two, or if the manager feels that the complaint is very serious, or concerns a service leader then it will be referred to the General Manager.
- If the complaint is about the General Manager then the matter will be discussed with Board Members.
- The General Manager and/or Board Members will acknowledge receipt within 10 working days, they will review the Stage Two investigation and recommend one of the following actions within ten working days (from the date the complainant stated they wanted to take the complaint to stage 3):
- Uphold the action taken at Stage Two
- Make changes to the Stage Two recommendation/actions
- The complainant should be informed in writing of the outcome of stage three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter.
- If after Al Jadeed Exchange has been through the three stages and the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal with Al Jadeed Exchange but they could approach any of the following agencies for advice:
Consumer Protection Authority
This should be done within one month of receiving the outcome from the appeal.
- Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.
- To process a complaint Al Jadeed Exchange will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation is applied or allegations are made which involve the conduct of third parties.
- Al Jadeed Exchange will normally destroy complaints files in a secure manner 10 years after the complaint has been closed.
Complaints information will be considered on a regular basis by the Management Team. Wherever possible the data will be used to improve and develop the service.