№ files_lp_3_process_9_32791
File format: docx
Character count: 4934
File size: 170 KB
This document outlines the process for handling customer compliments, complaints, and feedback, detailing how they are logged, addressed, and reported to the organization.
Year:
2023
Region / city:
UK
Topic:
Customer service, complaints, feedback
Document type:
Procedure
Organization:
Lantra
Author:
Lantra Staff
Target audience:
Customers, learners, and providers
Effective period:
Ongoing
Approval date:
Not specified
Date of amendments:
Not specified
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Service:
Adult Community Learning (ACL) Essex
Controlled by:
ACL Senior Management Team
Applies to:
Whole Service
Audience:
All learners, staff, stakeholders, volunteers, service users, and the public
Date of acceptance:
July 2014
Last review date:
January 2023
Next review date:
January 2024
Responsibility group:
Senior Leadership Team
Type of document:
Policy
Topics:
Compliments, Comments, Complaints, Feedback Management, Customer Service
Associated documents:
Harassment and Bullying Policy; Qualification Appeals Policy; Exams Policy; Essex County Council Complaints, Comments, Compliments Policy; Confidentiality Statement; Apprentice Handbook; Employer Toolkit; Positive Behaviours Policy; Fitness to Learn Policy; ACL Learner Charter; Apprenticeship Complaints Compliments and Comments Policy
Year:
2023
Region / City:
United Kingdom
Theme:
Customer Feedback and Complaints
Document Type:
Policy
Organization / Institution:
Lantra
Author:
Lantra Customer Services
Target Audience:
Customers, Partners, Learners
Period of Validity:
Not specified
Approval Date:
Not specified
Date of Last Revision:
Not specified
Year:
2010
Region / City:
N/A
Topic:
Complaints handling
Document Type:
Policy
Organization:
RYE PRESCHOOL
Author:
N/A
Target Audience:
Approved provider, staff, parents/guardians, volunteers, students
Period of validity:
N/A
Approval Date:
N/A
Amendment Date:
N/A
Organisation:
BID Services
Document Type:
Complaints and Compliments Policy
Subject:
Complaints Management and Feedback Procedure
Scope:
All BID Services operations and service contracts
Applies To:
Service Users, Representatives, Staff, Managers
Key Roles:
Complaints Co-ordinator; Operations Manager; Investigating Officer; Senior Manager; Frontline Staff
Procedures Included:
12 Step Complaints Plan; Appeal Process
Response Timeframe:
Acknowledgement within 5 working days; Full response within 20 working days
Investigation Period:
Within 15 working days of original complaint
Appeal Period:
Within 10 working days of final response
Related Documents:
Service User Leaflet; Complaint/Comment Form; Compliment Form; Informal Complaints Form
Distribution:
DCC reception; All BID offices; BID website
Monitoring:
Quarterly returns to Complaints Co-ordinator; Three-month review of recommendations
Organisation:
Oxfordshire Mind
Address:
2 Kings Meadow, Osney Mead, Oxford OX2 0DP
Telephone:
01865 263730
Fax:
01865 263732
Email:
[email protected]
Website:
www.oxfordshiremind.org.uk
Registered Charity Number:
261476
Company Number:
434362
Policy Owner:
Dan Knowles – CEO
Policy Author:
Hanna Graham – Policy Advisor
Policy Status:
Approved
Approval Date:
26.09.2018 (Policy Working Group); November 2018 (Board)
Version Number:
1
Review Date:
November 2019 (Desktop); November 2021 (Full review)
Scope:
Service users, family members, carers and members of the public
Exclusions:
Workers including employees, contractors, consultants, volunteers and Trustees
Subject:
Handling of concerns, complaints and compliments
Related Bodies:
Oxfordshire Mental Health Partnership (OMHP); Parliamentary and Health Service Ombudsman (PHSO)
Geographical Area:
Oxfordshire, United Kingdom
Reference:
519/18/FOI
Organisation:
Betsi Cadwaladr University Health Board
Region:
North Wales
Country:
United Kingdom
Document Type:
Freedom of Information response
Legislation:
Freedom of Information Act 2000
Subject:
Records of compliments received by staff
Time Period Requested:
Last five years prior to request
Cost Limit Mentioned:
£450
Reason for Refusal:
Exceeds appropriate cost limit under Section 12
Data Collection Method:
Electronic and paper records held at individual level
Central Record Availability:
Not held centrally
Year:
2025
Region / City:
Hull
Theme:
Education, Complaints, Feedback
Document Type:
Policy & Procedure
Organization:
Hull College
Author:
Learner Services
Target Audience:
Learners, Parents, Employers, Public
Period of Validity:
Until review date
Approval Date:
December 2025
Review Date:
December 2006
Year:
2025
Region / City:
England
Topic:
Childcare, Complaints Procedure, Parent Interaction
Document Type:
Policy
Organization / Institution:
Cheeky Chimps Nursery
Author:
L Baggett
Target Audience:
Parents of children attending the nursery
Period of Validity:
September 2025 to September 2026
Approval Date:
September 2025
Review Date:
September 2026
Year:
2023
Region / City:
Herefordshire
Topic:
Complaints Procedure
Document Type:
Policy
Organization:
Parent Carer Voice Herefordshire
Author:
Debbie Hobbs
Target Audience:
Parent carers, members of the Parent Carer Voice
Effective Period:
Ongoing
Approval Date:
06/07/23
Review Date:
06/07/23
Date of Changes:
Not specified
Data Protection:
Personal data will be held securely and only used for complaint resolution.
Organization:
Parent Carer Voice Herefordshire
Document type:
Policy
Subject:
Compliments and complaints management
Scope:
Participation, engagement and representation of parent carers
Governing body:
Steering Group
Associated framework:
PCVH Code of Conduct
Data protection legislation:
Data Protection Act 2018
Complaint procedure stages:
Stage One – Complaint; Stage Two – Independent Review
Acknowledgement timeframe:
Within 7 working days
Response timeframe:
Within 30 working days
Appeal period:
Within 14 working days after response
Record keeping:
Compliments Register and Complaints Register
Confidentiality:
Personal data handled securely and disclosed only where necessary
Signatory:
Debbie Hobbs
Review date:
06/07/25
Region:
Herefordshire, United Kingdom
Year:
2026
Region / City:
Oxford
Topic:
Graduate Admissions, Complaints and Appeals
Document Type:
Form
Institution:
University of Oxford
Author:
Graduate Admissions Office
Period of Validity:
Not specified
Approval Date:
Not specified
Modification Date:
Not specified
Note:
Year
Year:
2026
Institution:
Newcastle University
Document Type:
Procedure
Scope:
Undergraduate and Postgraduate Admissions
Responsible Office:
Office of Student Recruitment and Admissions
Contact:
[email protected]
Confidentiality:
Subject to Data Protection legislation and University Privacy Notice
Time Limits:
Complaints and appeals must be submitted within one month of the relevant event or decision
Outcome:
May include dismissal or justification of the complaint, with procedural review
Monitoring:
Annual evaluation by Director of Student Recruitment and Admissions
Year:
2025
Region / City:
Victoria
Theme:
Mental Health, Human Rights
Document Type:
Report
Organization / Institution:
Mental Health and Wellbeing Commission (MHWC)
Author:
Mental Health and Wellbeing Commission
Target Audience:
Mental health professionals, policymakers, service providers
Period of Validity:
2025 onwards
Date of Approval:
January 2025
Date of Changes:
None
Service:
Adult Community Learning (ACL) Essex
Controlled by:
ACL Senior Management Team
Applies to:
Whole Service
Audience:
All learners, staff, stakeholders, volunteers, service users, and the public
Date of acceptance:
July 2014
Last review date:
January 2023
Next review date:
January 2024
Responsibility group:
Senior Leadership Team
Type of document:
Policy
Topics:
Compliments, Comments, Complaints, Feedback Management, Customer Service
Associated documents:
Harassment and Bullying Policy; Qualification Appeals Policy; Exams Policy; Essex County Council Complaints, Comments, Compliments Policy; Confidentiality Statement; Apprentice Handbook; Employer Toolkit; Positive Behaviours Policy; Fitness to Learn Policy; ACL Learner Charter; Apprenticeship Complaints Compliments and Comments Policy
Year:
2024
Region / City:
Worldwide
Topic:
Complaints and Feedback Mechanism, Humanitarian Aid
Document Type:
Policy
Organization:
Islamic Relief Worldwide
Author:
Islamic Relief Worldwide
Target Audience:
Stakeholders, Field Offices
Period of Application:
Ongoing
Approval Date:
Not specified
Date of Changes:
Not specified
Year:
2024-2025
Region / City:
United States
Subject:
Education, Special Education
Document Type:
Technical Guide
Agency / Institution:
U.S. Department of Education
Author:
AEM Corporation
Target Audience:
State educational agencies (SEAs), Educational data administrators
Period of Validity:
SY 2024-25
Approval Date:
May 2025
Amendment Date:
September 2025