OUR AIM:
We are committed to providing a quality service for all our clients and work in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and in particular by responding positively to complaints, and by putting mistakes right.
Therefore, we aim to ensure that:
- making a complaint is as easy as possible;
- we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response;
- we deal with it promptly, politely and, when appropriate, confidentially;
- we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.
We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:
- resolve informal concerns quickly;
- keep matters low-key;
- enable mediation between the complainant and the individual to whom the complaint has been referred.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
FORMAL COMPLAINTS PROCEDURE
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, so that he or she has a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days.
Stage 2
If you are not satisfied with the initial response to the complaint, then you can write to our management team and ask for your complaint and the response to be reviewed. You can expect our management team to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
GTSSE aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Final Stage
If you are not satisfied with the subsequent reply from GTSSE Management team, then you have the option of writing to our owner and Director, stating the reason why you are dissatisfied with the outcome. Our contact details can be found on the Contact Us part of the Website. You must do this within 15 days of receiving the written response from GTSSE management team.
Our Director will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
