complaints policy & procedure

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1.  Our Aim

Business Cooperative (Scotland) Limited is committed to providing a quality service and working 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 stakeholders, and in particular by responding positively to

complaints, and by putting mistakes right.

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Therefore we aim to ensure that:

• making a compliment or complaint is as easy as possible

• we welcome compliments, feedback and suggestions

• 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.

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Our aims are to:

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• resolve informal concerns quickly

• keep matters low-key

• enable mediation between the complainant and the individual to whom the

complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing

with complaints from members of the public about our services, facilities, staff and

volunteers.

2. Definitions

A compliment is an expression of satisfaction about the standard of service we

provide.

[Date policy adopted: 08th January 2023] [Date policy last reviewed: 10th January 2024]

A complaint is defined as any expression of dissatisfaction, however, it is expressed.

This would include complaints expressed face to face, via a phone call, in writing, via

email or any other method. All staff should have sufficient knowledge to be able to

identify an “expression of dissatisfaction” even when the word “complain” or

“complaint” is not used.

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.

All compliments are recorded, acknowledged, and a copy is sent to the relevant

service manager to provide feedback to the member of staff or service.

4. Complaints

The formal complaints procedure is intended to ensure that all complaints are

handled fairly, consistently and wherever possible resolved to the complainant's

satisfaction.

5. Responsibilities

Business Cooperative (Scotland) Limited’s responsibility will be to:

• Acknowledge the formal complaint in writing;

• Respond within a stated period of time;

• Deal reasonably and sensitively with the complaint; and

• Take action where appropriate.

A complainant's responsibility is to:

• Bring their complaint, in writing, to Business Cooperative (Scotland) Limited’s attention

normally within 8 weeks of the issue arising;

• Raise concerns promptly and directly with a member of staff inBusiness Cooperative (Scotland) Limited;

• Explain the problem as clearly and as fully as possible, including any action

taken to date;

• Allow Business Cooperative (Scotland) Limited a reasonable time to deal with the matter,

and

• Recognise that some circumstances may be beyond Business Cooperative (Scotland) Limited’s control.

[Date policy adopted: 08th January 2023] [Date policy last reviewed: 10th January 2024]

6. Confidentiality:

Except in exceptional circumstances, every attempt will be made to ensure that both

the complainant andBusiness Cooperative (Scotland) Limited maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be

possible to maintain confidentiality (with each complaint judged on its own facts).

Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure:

Written records must be made by Business Cooperative (Scotland) Limited at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint.

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.

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Stage 2

If the complaint cannot be resolved informally, the member of the public should be

advised that a formal complaint may be made and the following procedure should be

explained to them. It may sometimes be appropriate for a different member of staff,

preferably a member of the Management Team, to make this explanation.

a) A formal complaint can be made either verbally or in writing. If in writing the

attached form should be used. If verbally, a statement should be taken by a

member of the Management Team, staff member or a supervisor.

b) In all cases, the complaint must be passed on to Customer Services Team. In the

event of a complaint about the Customer Service Team the complaint should be

passed to the Leadership Team, and if the complaint is about the

Leadership team this must be passed on to the Managing Director.

c) The Customer Service team or Leadership team, depending on the

nature of the complaint, must acknowledge the complaint in writing within one

week of receiving it.

d) One of the above will investigate the complaint. Any conclusions reached

should be discussed with the staff member involved and their Line Manager.

e) The person making the complaint will receive a response based on the

investigation within four weeks of the complaint being received. If this is not

possible then a letter must be sent explaining why.

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Stage 3

[Date policy adopted: 08th January 2023] [Date policy last reviewed: 10th January 2024]

a) If the complainant is not satisfied with the above decision then a company director will review.

b) The sub-group will examine the complaint and may wish to carry out further

interviews, examine files / notes. They will respond within four weeks in

writing. Their decision will be final.

[Date policy adopted: 08th January 2023] [Date policy last reviewed: 10th January 2024]

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If after 8 weeks your complaint is still unresolved, or you have received a deadlock letter from Business Cooperative (Scotland) Limited, then you can refer your case to the Ombudsman Services for an independent review, if:

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1. You are categorised as a microbusiness by Ofgem
2. Your business is registered in the UK
3. You’ve received a deadlock letter from Business Cooperative (Scotland) Limited or 8 weeks has passed since you first raised your complaint

To initiate a complaint please email, visit or call Business Cooperative (Scotland) Limited in the first instance outlining your complaint and a member of the complaints team will be in contact to help resolve any issues you may have experienced.

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Should you be unhappy with the outcome of your complaint, then you are entitled to contact the Energy Ombudsman for a free and impartial review www.ombudsman-services.org/energy.html or call 0330 440 1624.

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Post: Ombudsman Services: Energy, P.O. Box 966, Warrington, WA4 9DF

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Email: enquiry@ombudsman-services.org

All compaints relating to our service will be logged and you will be provided with a unique reference number.  This can be used in all communication with our member services team

You can contact Business Cooperative (Scotland) Limited by:

Calling:   0141 255 0318 

Emailing:  compliance@scottishbusinesscoop.org

In writing:  Clyde Offices, 2nd Floor, 48 West George Street, Glasgow, G2 1BP

The Business Cooperative (Scotland) Limited and all it's trading styles voluntarily adhere to the good practice principles set out in the Citizens Advice policy on Non-Domestic Third Party Intermediaries.  We are a member of the Good Business Charter and are on the Leadership panel for Great Britain and Northern Ireland.  We strive to ensure any short fallings in our service are swiftly rectified and are adhered to by complying with our own internal compliments & complaints policy.

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