Complaints Policy

Accora views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint.

Our policy is:

• To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone at Accora knows what to do if a complaint is received.
• To make sure all complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To gather information which helps us to improve what we do.

Examples of complaints are:

• Faulty product.
• Product damaged on delivery.
• Product delivered later than promised.
• Poor staff attitude towards customer.
• Dissatisfaction with training programme

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Accora’s service. Complaints can be received by phone, email, letter or live chat. All complaints will be recorded in the company management system for review.

Receiving complaints

The person receiving the complaint should:

• Record the facts of the complaint.
• Record the contact details of the complainant.
• Tell the complainant we have a complaints procedure.
• Tell the complainant what will happen next and how long it will take.

Resolving complaints

Stage one

A complaint received by email will be acknowledged within two hours. If possible, it is best for the complaint to be resolved by the person receiving it. However, the person receiving the complaint may wish to pass it on to another member of staff who is better able to provide a quick resolution. A resolution to the complaint will be proposed within 24 hours of the complaint being received. The complaint and resolution will be recorded in the management system and will be reviewed by the department manager within seven days.

Stage two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed by the Department Manager. The Department Manager will contact the complainant within 24 hours to review the complaint and ask if there is any more information relevant to the complaint. The Manager will investigate the complaint and the proposed resolution and will advise the complainant within seven days if the proposed resolution is upheld.

Escalation procedure 

If the complainant is not happy with the resolution proposed at Stage Two, they can request that the complaint is escalated to an Accora Director. The Director will review the complaint and the resolution and will reply to the complainant within seven days with the findings.

Monitoring and learning from complaints 

Complaints are reviewed weekly by the Department Manager and annually by the Directors to identify any trends which may indicate a need to take further action.