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Complaint Handling Policy Manual for Tyler Hampshire

Version 1.1
Effective Date: 01/09/2024

1. Introduction

This Complaint Handling Policy Manual provides a comprehensive framework for managing and resolving complaints in a fair, transparent, and efficient manner. Tyler Hampshire is committed to upholding the highest standards of customer service and compliance with the Complaint Handling Rules 2015 and other relevant regulations. This manual outlines the procedures, roles, and responsibilities for handling complaints, ensuring that all complainants receive a timely and satisfactory resolution.

2. Scope

This manual applies to all employees, contractors, and third-party vendors involved in receiving, investigating, and resolving complaints on behalf of Tyler Hampshire. It covers complaints received through any channel, including:

  • Email
  • Phone
  • Postal mail
  • In-person
  • Social med
  • Website contact forms

3. Key Definitions

  • Complaint: An expression of dissatisfaction by an individual or organization regarding Tyler Hampshire’s products, services, or conduct, where a response or resolution is explicitly or implicitly expected.
  • Complainant: The individual or organization making the complaint.
  • Complaint Handler: The designated individual or team responsible for managing and resolving complaints.
  • Redress: Action taken to resolve a complaint, which may include an apology, refund, compensation, or other corrective measures.
  • Escalation: The process of referring a complaint to a higher authority or independent adjudicator if the complainant is not satisfied with the initial resolution.

4. Complaint Handling Principles

Tyler Hampshire adheres to the following principles when handling complaints:

  1. Fairness: All complaints will be treated fairly and impartially, without bias or prejudice.
  2. Transparency: The complaints process will be clear, accessible, and communicated to all complainants.
  3. Efficiency: Complaints will be resolved promptly and within the timelines set out in this manual.
  4. Accountability: Tyler Hampshire takes responsibility for addressing complaints and ensuring satisfactory outcomes.
  5. Continuous Improvement: Feedback from complaints will be used to improve our products, services, and processes.

5. Complaint Handling Process

5.1. Receiving Complaints

  • Channels for Complaints: Complaints can be submitted through the following channels:
    • Email: [Complaints Email Address]
    • Phone: [Complaints Phone Number]
    • Postal Mail: [Company Address]
    • In-Person: [Office Location]
    • Social Media: [Social Media Handles]
    • Website: [Website Contact Form]
  • Accessibility: Ensure that all channels are accessible to individuals with disabilities.
  • Acknowledgment: All complaints will be acknowledged within 5 working days of receipt. The acknowledgment will include:
    • A unique reference number for the complaint.
    • The name and contact details of the complaint handler.
    • An estimated timeline for resolution.

5.2. Recording Complaints

  • Complaints Register: All complaints will be recorded in a central complaints register, which will include the following details:
    • Date and time of receipt.
    • Name and contact details of the complainant.
    • Nature of the complaint.
    • Channel through which the complaint was received.
    • Assigned complaint handler.
    • Status and resolution of the complaint.
  • Confidentiality: All complaints will be handled confidentially, and personal data will be processed in accordance with the UK GDPR.

5.3. Investigating Complaints

  • Initial Assessment: The complaint handler will conduct an initial assessment to understand the issue and determine the appropriate course of action.
  • Gathering Information: Relevant information will be gathered from:
    • The complainant.
    • Internal records (e.g., transaction history, correspondence).
    • Third parties involved (e.g., vendors, partners).
  • Impartiality: The investigation will be conducted impartially, without bias or prejudice.
  • Timeline: The investigation will be completed within 4 weeks of receiving the complaint. If additional time is required, the complainant will be informed of the delay and the reasons for it.

5.4. Resolving Complaints

  • Timely Resolution: Complaints will be resolved as quickly as possible, with a final response provided within 8 weeks of receipt.
  • Redress: Where appropriate, redress will be offered to the complainant, which may include:
    • An apology.
    • A refund or compensation.
    • Corrective action to prevent recurrence.
  • Final Response: The final response will include:
    • A summary of the complaint.
    • The outcome of the investigation.
    • Any redress offered.
    • Information on further steps if the complainant remains dissatisfied.

5.5. Escalation Process

If the complainant is not satisfied with the resolution, they may escalate the complaint as follows:

  1. First Escalation: To a senior manager, who will review the complaint and provide a response within 10 working days.
  2. Second Escalation: To an independent adjudicator or ombudsman, if applicable. The complainant will be provided with contact details for the relevant authority.

6. Roles and Responsibilities

6.1. Complaints Handling Team

  • Complaint Handlers: Designated individuals responsible for managing and resolving complaints.
  • Team Leader: Oversees the complaints process, ensures compliance with this manual, and handles escalated complaints.

6.2. Senior Management

  • Oversight: Senior management will regularly review complaints data and ensure the effectiveness of the complaints handling process.
  • Escalation: Senior managers will handle escalated complaints and provide final decisions where necessary.

6.3. Third-Party Vendors

  • Compliance: Third-party vendors involved in handling complaints must comply with this manual and the Complaint Handling Rules 2015.
  • Monitoring: Tyler Hampshire will regularly monitor third-party practices to ensure compliance.

7. Record-Keeping and Reporting

  • Complaints Register: A central register will be maintained to record all complaints and their outcomes.
  • Reporting: Regular reports on complaints will be prepared for senior management, including:
    • The number of complaints received.
    • The nature of complaints.
    • Resolution times.
    • Trends and areas for improvement.

8. Training and Awareness

  • Employee Training: All employees involved in handling complaints will receive regular training on this manual and the Complaint Handling Rules 2015.
  • Awareness Campaigns: Internal communications will be used to promote a culture of effective complaint handling.

9. Continuous Improvement

  • Feedback Analysis: Feedback from complaints will be analyzed to identify recurring issues and areas for improvement.
  • Process Reviews: The complaints handling process will be reviewed annually to ensure it remains effective and compliant.

10. Policy Review

This manual will be reviewed annually or as needed to ensure ongoing compliance with the Complaint Handling Rules 2015 and changes in business operations.

11. Contact Information

For questions or concerns regarding this manual or the complaints handling process, contact:
Complaints Handling Team
complaints@tylerhampshire.uk

By Post

Tyler Hampshire

24 Greek st

Stockport
SK3 8 AB