COMPLAINTS PROCEDURE
Purpose
To provide a mechanism for people to complain that ProTech has fallen short of the expected standards.
To ensure that all complaints received are properly investigated and a decision taken in good time as to whether the complaint, in whole or part, should be upheld or rejected.
To ensure that, where complaints are upheld, appropriate disciplinary and corrective action is taken to rectify the mistake and to help prevent recurrence.
The Directors are responsible for the implementation of this procedure.
Complaints
When a complaint is received ProTech shall write to or call the complainant acknowledging the complaint, asking for further details (if necessary) and explaining to the complainant what action will be taken.
ProTech shall log and record all communications relating to the complaint.
Electronic copies of emails and other correspondence are kept in a folder on ProTech servers.
Investigation
ProTech will appoint one of its Directors to use reasonable endeavours to handle the complaint (the Complaint Assessor). In so doing, that person may speak to and request information from the complainant and any relevant third party.
Resolution
Once a decision on the complaint has been made ProTech shall write to the complainant to confirm the outcome.
The Complainant can appeal the outcome of the Complaint within seven days of receipt.