Complaints Policy
Purpose
People Powered Retrofit recognise the right of a client, member, or partner to launch a complaint, which is defined as “an expression of dissatisfaction about People Powered Retrofit’s action, lack of action, or about the service provided by or on behalf of People Powered Retrofit”.
People Powered Retrofit believes it is in everyone’s interests to resolve complaints as quickly as possible, as close to the source of the problem as possible, and by informal means in preference to formal ones.
People Powered Retrofit aims to ensure that all complaints are received and dealt with promptly, fairly, and professionally, and in a non-discriminatory manner. All complaints will be treated seriously, without suffering any disadvantage or recrimination as a result of making a complaint in good faith. However, it is expected that all parties will conduct themselves responsibly and treat the process with respect at all times.
People Powered Retrofit will ensure appropriate action is taken to resolve issues and will endeavour to prevent similar occurrences.
Clients, members, or partners may provide feedback that will be useful to People Powered Retrofit when reviewing its policies and operations, without invoking this policy. Everyone is encouraged to provide feedback, and feedback will always be gratefully received.
Scope
This policy applies to complaints from any client, member, or partner who wishes to express dissatisfaction with an aspect of People Powered Retrofit’s activities.
Procedure
A complaint should normally be made within 30 days of the event that gave rise to it, though later complaints may be considered where reasonable.
There are three levels to our complaints procedure:
1. Client experience. Individuals involved in client experience will aim to resolve issues quickly and effectively and prevent reoccurrence. Where this is not possible, or if the proposed resolution is unsatisfactory, an individual may wish to escalate the complaint.
2. Operations Manager. Where we have been unable to satisfactorily resolve the issue, an individual may request to escalate this to the Operations Manager to resolve an issue. Where this is not possible, or if the proposed resolution is unsatisfactory, an individual may wish to escalate the complaint.
3. Director. Where the Operations Manager has been unable to satisfactorily resolve the issue, an individual may request to escalate this to a Director or to Senior Management to resolve an issue. This is the highest level at which a complaint can be dealt with under People Powered Retrofit’s complaints policy.
It is expected that day-to-day concerns will be resolved promptly and informally.
Who can use the complaints policy?
Clients undertaking a service with People Powered Retrofit may use this policy. Clients who have ended their contract with us, or have chosen to leave the service, are eligible to use this policy normally up to 30 days after the contract has concluded. Later complaints may be considered where reasonable.
A group of individuals may use this policy to make a collective complaint, provided that one individual identifies themselves as the main contact for the purposes of communication throughout this procedure.
Members may complain at any time during their membership.
Anonymous complaints will not be considered unless there are exceptional and evidence-based reasons to do so. In many circumstances, raising a concern anonymously could impede investigation and communication of the outcome.
Process
1. Informal complaints will be dealt with, where possible, by the client-facing team. These complaints may be received via email, phone call, or in person.
2. Where a complaint cannot be dealt with informally, the wish to escalate the complaint to the formal procedure must be made via email and can be emailed to the info@retrofit.coop - the complaint must be submitted within 30 days of the event an individual wishes to complain about taking place.
3. The complaint will then be dealt with in accordance with the three stages detailed in Section 2 of this policy and will be escalated as necessary. In order to escalate the complaint, an individual must inform the member of staff dealing with the complaint of their desire to escalate within 5 working days of the outcome being communicated.
4. At each stage of the process, People Powered Retrofit will inform an individual of the outcome of the complaint within 10 working days. This will normally be communicated via email.
5. Once a complaint has been resolved the complaint will be closed, and may not be re-opened unless the terms agreed to upon resolution of the complaint have not been met.
6. If the complaint has reached the third level of the People Powered Retrofit complaints policy, and has not been satisfactorily resolved, the complaint will be referred to the appeals policy. At this stage, an individual is welcome to launch an appeal against the outcome of the complaint and will be subject to the conditions as laid out in the Appeals Policy.
Contact
info@retrofit.coop
Bridge 5 Mill, 22A Beswick St, Manchester M4 7HR