NYBEP COMPLAINTS POLICY & PROCEDURE: HELP US TO PUT THINGS RIGHT
In order to provide a quality service and to continue to make improvements NYBEP Ltd welcomes feedback from our customers, and the opportunity for them to raise any complaints.
We aim to ensure that:
· Making a complaint is as easy as possible;
· All complaints are treated as a clear expression of dissatisfaction with our service that calls for a response;
· All complaints are treated seriously whether made in person, by telephone, by letter, by fax or by email;
· All complaints are dealt with promptly, politely and, where appropriate, informally;
· We respond to all complaints in the right way, for example, with an explanation, an apology where we have got things wrong, or information on any action taken;
· We learn from complaints and use them to improve our service.
How to make a complaint
In the first instance, we hope you will feel able to raise concerns directly and informally with the member of staff you have been working with. All NYBEP employees will endeavour to resolve issues promptly and courteously at this level.
If, however, you have not had satisfaction at this level, or if you prefer to go directly to a member of our Management Team, or if you are simply not sure what to do, then please contact:
Laura Mason, Chief Executive. Tel: 01904 567616 NYBEP Ltd Email: lauramason@nybep.org.uk
IT Centre, Innovation Way
Heslington
York, YO10 5NP
You are welcome to contact us in writing, by email, by telephone or in person by appointment. Please let us have full details of your complaint and how best to contact you to enable us to respond.
What happens next?
We will aim to give you a full reply within 10 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for instance because a detailed investigation is required, we will give you an interim response, telling you what is being done to deal with your complaint and when you can expect the full reply.
Complaints about other organisations
Some of our services are delivered through a range of other organisations. If you need to make a complaint about any of these organisations, please contact us using the above procedure, or alternatively contact them direct. In particular, if we have referred you to using that organisation and you are unsatisfied, we would welcome the opportunity for some feedback.
