Statement

Hadassah Transfer believes that if a client wishes to make a complaint or register a concern, he/she should find it easy to do so. In fact, Hadassah Transfer welcomes complaints and looks upon them as an opportunity to learn, adapt, improve, and provide better services. This policy & procedure document is intended to ensure that complaints are dealt with properly and that all complaints or comments by clients are taken seriously.

Aim

Hadassah Transfer believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, client dissatisfaction and possible litigation. We support the concept that most complaints, if dealt with early, openly, and honestly, can be sorted out immediately. Our aim is to ensure that this complaints procedure is properly and effectively implemented, and that clients feel confident that their complaints and worries are listened to and acted upon promptly and fairly.

Complaint Policy

Hadassah Transfer views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the client or the partner that has made the complaint

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
• To publicise the existence of our complaints procedure so that people know how to contact us and how to make a complaint.
• To make sure everyone in business with Hadassah Transfer knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

A complaint can be received verbally, by phone, by email or in writing. All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Complaint Procedure

1. Oral Complaint

• All oral complaints, no matter how seemingly unimportant, should be taken seriously. There is nothing to be gained by an agent adopting a defensive or aggressive attitude.
• Each agent who receives an oral complaint should seek to solve the problem immediately if possible.
• If an agent cannot solve the problem immediately, he/she should offer to get the Hadassah Transfer head office to deal with the problem.
• All contact with the complainant should be polite, courteous, and sympathetic.
• At all times agents should remain calm and respectful (see Appendix A)
• If the complaint is being made on behalf of client by an advocate it must first be verified that the person has permission to speak for the client, especially if confidential information is involved. It is quite easy to assume that the advocate has the right or power to act for the client when they may not. If in doubt it should be assumed that the client’s explicit permission is needed prior to discussing the complaint with the advocate.
• After talking the problem through, agent dealing with the complaint should suggest a course of action to resolve the complaint. If this course of action is acceptable then agent should clarify the agreement with the complainant and agree a way in which the results of the complaint will be communicated to the complainant (i.e.through another meeting or by letter).
• If the suggested plan of action is not acceptable to the complainant then agent should give the complainant a copy of the complaint’s procedure and form for completion (Appendix B). Then agent should ask the complainant to send their complaint to the Hadassah Transfer head office.
• In both cases details of the complaint should be recorded on a complaint’s form and kept in the complaint’s book.

2. Written Complaint

• When a complaint is received in writing it should be passed on to the named complaint’s manager who should record it in the complaint’s book and send an acknowledgment letter (see Appendix C) within two working days. The complaint’s manager will be the named person who deals with the complaint through the process.
• If necessary, further details should be obtained from the complainant. If the complaint is not made by the client but on behalf of the client, then consent of the client, preferably in writing, must be obtained from the complainant.
• A leaflet detailing the procedure should be forwarded to the complainant.
• If the complaint raises potentially serious matters, advice should be sought from a legal advisor to Hadassah Transfer. If legal action is taken at this stage any investigation by Hadassah Transfer under the complaint’s procedure should cease immediately.
• Immediately on receipt of the complaint, Hadassah Transfer should launch an investigation and within 28 days should be able to provide a full explanation to the complainant, either in writing or by arranging a meeting with the individuals concerned.
• If the issues are too complex to complete the investigation within 28 days, the complainant should be informed of any delays.
• If a meeting is arranged the complainant should be advised that they may, if they wish, bring a friend or relative or a representative such as an advocate.
• At the meeting, a detailed explanation of the results of the investigation should be given and an apology if it is deemed appropriate (apologizing for what has happened need not be an admission of liability).
• Such a meeting gives Hadassah Transfer the opportunity to show the complainant that the matter has been taken seriously and has been thoroughly investigated.
• After the meeting, or if the complainant does not want a meeting, a written account of the investigation should be sent to the complainant.
• The outcomes of the investigation and the meeting should be recorded on appropriate documentation and any short comings in Hadassah Transfer’s procedures should be identified and acted upon.
• Each agent should discuss complaints and their outcomes at a formal business meeting and complaint’s procedure of Hadassah Transfer should be reviewed every six months.

Training

The Manager is responsible for organizing and co-ordination training. All agent should be trained in dealing with, and responding to, complaints. Complaint’s policy training should be included in the induction training for all new agent and in-house training sessions on handling complaints should be conducted at least annually and all relevant staff should attend.

Review

This policy is reviewed regularly and updated as required.

Adopted on August 20th, 2020

Appendix A

Practical Guidance for Handling Verbal Complaints

• Remain calm and respectful throughout the conversation
• Listen - allow the person to talk about the complaint in their own words. Sometimes a person just wants to "let off steam"
• Do not debate the facts in the first instance, especially if the person is angry
• Show an interest in what is being said
• Obtain details about the complaint before any personal details
• Ask for clarification wherever necessary
• Show that you have understood the complaint by reflecting what you have noted down
• Acknowledge the person's feelings (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself or making any admission of fault on behalf of Hadassah Transfer e.g. "I understand that this situation is frustrating for you"
• If you feel that an apology is deserved for something that was the responsibility of Hadassah Transfer, then apologise
• Ask the person what they would like done to resolve the issue
• Be clear about what you can do, how long it will take and what it will involve.
• Do not promise things you cannot deliver
• Give clear and valid reasons why requests cannot be met
• Make sure that the person understands what they have been told
• Wherever appropriate, inform the person about the available avenues of review or appeal

Appendix B

Complaint Form

Key Details required*

Appendix C

Dear ...
Thank you for contacting us today with your complaint/problem.
We are sorry that you have had to do this and apologise for any inconvenience this has caused you.
We view complaints as positive and helpful feedback and will do everything we can to resolve this fairly and quickly to your satisfaction.
We aim to respond to you within 3 days/2weeks with a suitable resolution.
Should you need to contact us again regarding this matter, your reference number is ... I look forward to reaching a suitable resolution to this matter and thank you again for taking time to raise this with us.

Sincerely,
(Manager)