At KA-Therapy, we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so. It is KA-Therapy’s policy receive complaints and consider them as an opportunity to learn, adapt, improve and provide better service.
In addition, a quick resolution of complaints, in a way that respects and values a person’s feedback, can be one of the most important factors in recovering the person’s confidence about a service offered by the company. It can also help prevent further escalation of the complaint. A responsive, efficient, effective and fair management system can assist an organisation to achieve this.
The purpose of this policy is to ensure that complaints are handled properly and that all customer complaints or comments are taken seriously. This organisation expects staff to be committed to fair, effective and efficient complaint handling.
Purpose This policy is intended to ensure that KA-Therapy handle complaints fairly, efficiently and effectively. The company’s objective is to ensure that it’s complaints procedure is properly and effectively implemented, and that complainants feel confident that their complaints and worries are listened to and acted upon promptly and equitably.
Our complaint management system aims to:
Allow us to respond to questions raised by people who file complaints in a timely manner and cost-effective manner. Increase customer confidence in our administrative process. Provide information that we can use to improve quality of our services, personnel and complaint handling. This policy provides guidance to KA-Therapy staff and individuals who wish to file a complaint about the key principles and concepts of our complaint management system.
Scope This policy applies to KA-Therapy receiving or managing complaints from customers made to or about us, regarding our products, services, staff and complaint handling.
What is a complaint? A complaint is a dissatisfaction about the services offered by KA-Therapy or action or lack of action taken regarding services provided by KA-Therapy.
A formal complaint means a complaint that has not successfully been resolved through the Complaint Management Process as outlined in this policy. The complainant has chosen to formalise the complaint by completing a complaint form.
An informal complaint means a complaint that has been received by KA-Therapy, by telephone, email, or in person which has not been submitted on a complaints form.
All non-anonymised complaints necessitate a response.
Complaint Management System a) Oral Complaints KA-Therapy employees who receive a verbal complaint should try to resolve the issue immediately if possible. If Ka-Therapy cannot resolve the problem immediately, the complaints process should be followed. When KA-Therapy receive an oral complaint they should listen sincerely to the concerns raised by the complainant. Any contact with the complainant should be polite, courteous and sympathetic. At all times, staff must remain calm and respectful. After discussing the problem KA-Therapy handling the complaint should suggest an action plan to resolve the complaint. If the action plan is acceptable KA-Therapy should clarify the agreement with the complainant and agree on a way in which the results of the complaint will be communicated to the complainant (ie. By another meeting or letter). If the proposed action plan is not acceptable to the complainant then Ka-Therapy should ask the complainant to submit the complaint in writing to firstname.lastname@example.org. Details of a complaint should always be recorded. b) Written Complaints When a complaint is received in writing an acknowledgment receipt will be sent within 5 working days in order to establish a relationship of confidence with the person who filed the complaint. If necessary, further clarification should be sought from the complainant. If the complaint is not made by the customer but on the customer behalf, the customer must be obtained in writing in advance from the customer. After receiving the complaint a copy of the complaints policy/procedure must be given to the customer, clearly explaining the process, the time it can take and realistic expectations. Immediately on receipt of a complaint KA-Therapy should launch an investigation and within 21 working days should be in a position to provide a full explanation to the client either in writing or by arranging a meeting with the individuals concerned. All relevant information about the complaint should be recorded and kept as simple and accurate as possible. If the complaint raises potential serious concerns legal advice should be sought. If legal action is taken at this stage, any investigation by KA-Therapy under the complaint procedure should ease immediately. If the issues are to complex for the investigation to be completed with 21 working days, the complainant should be informed of any delays. If a meeting is organised the complainant may be accompanied by a friend, relative or representative. At the meeting a detailed explanation of the results of the investigation should be given and an apology should be made if deemed appropriate. KA-Therapy should ensure the complainant knows the matter has been taken seriously and has been thoroughly investigated. Finally, the results of the meeting should be documented and any weaknesses in KA-Therapy’s procedures should be identified and modified. Role of the KA-Therapy KA-Therapy who receives a complaint will evaluate the information to determine whether it falls within the scope of this policy. If so, KA-Therapy will collect and review all available information and attempt to resolve the issue informally through discussion with the complainant. KA-Therapy must ensure they maintain confidentiality of the matter and respect privacy rights of all parties involved.
Informal complaint files
Details of informal complaints should be noted as soon as possible and may include information such as when, where and how the alleged issue giving rise to the complaint occurred, who was involved the names of potential witnesses. These notes may be required if a formal complaint is filed. Complaints that are resolved amicably to the complainants satisfaction will not be followed up. However, all records relating to the resolution of informal complaints must be kept within each department in accordance with current policies and by-laws.
If the problem cannot be resolved amicably or if the complainant requests a formal investigation into the alleged misconduct, he or she must submit the complaint formally in writing.
This policy can be amended at any time.
If you are unhappy with the services that KA-Therapy provides, we hope you will discuss any problems or issues with the practitioner first. This agreement is governed and construed by English Law and the parties submit to the jurisdiction of the courts of England.