Aims

General aims of the complaints procedure

  1. To acknowledge the importance and value of all feedback.
  2. To ensure your complaints are handled and resolved as quickly as possible.
  3. To provide a clear route for you to raise concerns about OneFile.
  4. To set out clear guidance to staff to assist them in answering your enquiries.
  5. To clarify roles and responsibilities in handling complaints.
  6. To ensure that complaints are dealt with fairly, promptly and sensitively.
  7. To learn from mistakes and use feedback to continuously improve services.

 

Procedure

Stage 1 complaints

  1. If an issue cannot be resolved at the point of contact you should email [email protected] stating your concern.
  2. The complaint will then be registered in a complaint-log and you will receive a complaint reference number. This will be delivered in the form of an auto-response email.
  3. Within 2 working days of the complaint being received an assigned investigator from OneFile will respond to you. An investigation will then ensue. During the investigation the investigator may contact you for more information. The investigator will contact you every 3 working days with an update or a course of action throughout the duration of the investigation.
  4. On acceptance of the suggested course of action the complaint is recorded as resolved, all complaints will be logged for review and future reflection. If the suggested course of action is not accepted by you there is the option to elevate your complaint to Stage 2.

 

Stage 2 complaints

  1. If a concern has not been resolved at Stage 1 you can write a letter stating your concern to the Managing Director at OneFile. You should include your full contact details, the reference number of the Stage 1 complaint, full details of the concern and reason for dissatisfaction through Stage 1 of the complaint handling procedure. This should be addressed to:

     
    Managing Director
    OneFile Ltd
    One Central Park
    Northampton Road
    Manchester
    M40 5BP

  2. You will receive written acknowledgement within 5 working days of receipt of a Stage 2 complaint. This will include details of the assigned investigator.
  3. An investigation will then ensue. During the investigation the investigator may contact you for more information. The investigator will contact you every 3 working days with an update or a course of action throughout the duration of the investigation.
  4. On acceptance of the suggested course of action the complaint is recorded as resolved, all complaints will be logged for review and future reflection.
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