Complaints Policy

Pagoda Security and Facilities Management Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation/customer that has made the complaint.

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 at Pagoda Security and Facilities Management Ltd knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly and in a timely way
  • To make sure that 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 any expression of dissatisfaction, whether justified or not, about any aspect of Pagoda Security and Facilities Management Ltd

Where Complaints Come From

Complaints may come, but is not limited to, any person or organisation who has a legitimate interest in Pagoda Security and Facilities Management Ltd, which can be from customers, suppliers, members of the public and local authorities.

A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should refer to their staff handbook and view Pagoda Security and Facilities Management Ltd Discipline and Grievance Policy.

Confidentiality

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

Responsibility

Overall responsibility for this policy and its implementation lies with the Managing Director of the company.

Review

This policy is reviewed regularly and updated as required.

Adopted on: 8th August 2015

Last reviewed:

Publicised Contact Details for Complaints:

Written complaints may be sent to Pagoda Security and Facilities Management Ltd at The Office Suite, King & Queen, 13 – 17 Marlborough Place, Brighton, East Sussex, BN1 1UB or by e-mail at ops@pagodasecurity.co.uk.

Verbal complaints may be made by phone to 01273 621323 or in person to any of Pagoda Security’s employees, at The Office Suite, King & Queen, 13 – 17 Marlborough Place, Brighton, East Sussex, BN1 1UB or to any member of staff working on a site, in a mobile patrol vehicle or at an event.

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 personneed to be recorded.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint (using form PSFM108a)
  • Take the complainant’s name, address and telephone number
  • Noted own the relationship of the complainant to Pagoda Security (for example: client, member)
  • 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.
  • For further guidelines about handling verbal complaints, see Appendix 1, Pg 4

Resolving Complaints

Stage One

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to the Managing Director or Business Support Manager within 24 hours. Based on the current size and operation of the company, 24hrs isn’t unreasonable. The Director will assess if the complaint is a minor or serious complaint and will allocate it accordingly.

On receiving the complaint, you must take details using the form PSFM108a and then make a record in the complaints register (PSFM108b). If it has not already been resolved, delegate to an appropriate person to investigate it and to take appropriate action. A manager can handle minor complaints and major/serious complaints will be handed to the Director. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within 48 Hours. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within 2 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 Board level. At this stage, the complaint will be passed to the Managing Director.

The request for Board level review should be acknowledged within 2 working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.

The Director 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 at Stage One should be kept informed of what is happening.

Ideally complainants should receive a definitive reply within 2 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 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.

The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Director should not also have the Director as the person leading a Stage Two review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

Appendix 1 – Practical Guidance for Handling Verbal Complaints

  • Remain calm and respectful throughout the conversation
  • Listen – allow the person to talk about the complaint in their own words.
  • Sometimes a person just wants to “let off steam”
  • Don’t debate the facts in the first instance, especially if the person is angry
  • Show an interest in what is being said
  • Obtain details about the complaint before any personal details
  • Ask for clarification wherever necessary
  • Show that you have understood the complaint by reflecting back what you have noted down
  • Acknowledge the person’s feelings (even if you feel that they are being unreasonable) – you can do this without making a comment on the complaint itself or making any admission of fault on behalf of the organisation e.g “I understand that this situation is frustrating for you”
  • If you feel that an apology is deserved for something that was the responsibility of your organisation, then apologise
  • Ask the person what they would like done to resolve the issue
  • Be clear about what you can do, how long it will take and what it will involve.
  • Don’t promise things you can’t deliver
  • Give clear and valid reasons why requests cannot be met
  • Make sure that the person understands what they have been told
  • Wherever appropriate, inform the person about the available avenues of review or appeal