Making a complaint:
The BC&WSD FDUK welcomes feedback as it helps us to develop, giving us the chance to monitor and improve our services. We set ourselves a high standard of 'customer care' and if this is not met, we want to hear about it. We are sorry if you feel that you need to make a complaint, the following information will help you understand our complaints procedure.
What is the complaints procedure for and what does it cover? The procedure is for complaints about our services from the public. GDPR legislation requires us to only process complaints that come from people who have had direct contact with the BC&WSD FDUK. It prevents us from corresponding with third parties about complaints. This means that we cannot help you if you would like to complain on behalf of a family member, friend, or someone else, unless you have Power of Attorney. Complaints can be made via the form below. What information do I need to provide? To ensure that your complaint can be dealt with quickly and efficiently you should provide the following Information: • Full name • Address • Email address • Telephone number • Any contact details that are different from the above • Full details of the complaint including relevant dates • If you have any evidence available to support your complaint, e.g., photos, letters, emails, names of witnesses. How long do I have to make a complaint? Complaints will only be considered if they are received within three months of the time when you were first aware of the situation. We do not handle complaints that date back further than this. If you remain dissatisfied following a reply to your complaint and you wish to escalate your complaint to the next level, this should be done within five (5) working days of the date of our reply. We will not consider complaints outside this timescale. What are the stages in the complaints procedure? There are three stages in the complaints procedure; all complaints will be handled in this way: Level 1: New complaints will be formally recorded and acknowledged (within five (5) working days). We will investigate your complaint and reply to you within thirty (3o) working days of the date we acknowledged your complaint. If this is not going to be possible, we will let you know why, and how much longer it will take. Level 2: If you remain dissatisfied with the reply you receive at Level 1 and you let us know within five (5) working days of the date of our reply, your complaint will be reviewed. We will not acknowledge receipt of your email but will aim to reply to you in full within thirty (30) working days. What happens if I'm dissatisfied with a Level 2 reply? If you're dissatisfied with a Level 2 reply, you will have reached the end of our complaints procedure and we will be unable to take the matter further. Our investigation and response to complaints will be fair and without bias. A full explanation and an apology (when appropriate) will be included in our reply. Level 3: If you remain unhappy, you may wish to contact the ICO Will you give my details to other people? For a complaint to be investigated fully, we will need to share your details and the complaint itself with relevant people. If it is essential that we do not share it, please tell us this in your complaint. We have a comprehensive data protection policy. Any personal information you provide when complaining to us will not be given to any other organisation. The BC&WSD FDUK will take all reasonable steps to ensure your data is kept secure and to respect your information privacy. Are there some complaints you don't respond to? We will endeavor to always handle complaints politely. If the person making the complaint uses abusive language, threats or an aggressive tone, we will not engage with this; we will reply but will advise you in our response that this is unacceptable. We may terminate correspondence about a specific complaint if despite our best efforts, we are unlikely to satisfy you. If you write to us again about a completely different issue, it will be treated as a new complaint and replied to. We will not respond if the complaint is deemed manifestly unfounded and excessive by definition of the ICO. The decision to terminate correspondence will only be made after making sure that the matter has been investigated thoroughly and in line with our procedures. We will always tell you when we are terminating a complaint and the reason, we are doing this. Complaints will also only be considered if they are received within three months of the time when you were first aware of the situation. We do not handle complaints that date back further than this. GDPR/ Data protection legislation requires us to only process complaints that come from people who have had direct contact with the BC&WSD FDUK. It prevents us from corresponding with third parties about complaints. To recap - we may not respond to a complaint;
Do you publish information about complaints? We internally analyse information on complaints but nothing is published externally. |
COMPLAINTS FORM