Somatic Institute For Women Complaints Policy
1. Statement
1.1 INANNA LLC strives for high standards of service delivery and welcomes feedback from clients and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us better serve our clients and improve our work.
As such, INANNA LLC undertakes that:
- We will take seriously any concern or complaint and will look into it promptly, for resolution as quickly as possible
- We recognise that all clients:
- have the right to raise concerns or complaints about our services
- have access to clear information on how to voice complaints and concerns
- Our concerns and complaints procedure is open to everyone who receives or requests a service from INANNA LLC and people acting on their behalf
- We will deal with complaints in line with data protection regulations
- We will keep a record of all complaints
- Our complaints procedure will be part of the process of monitoring the quality, effectiveness and non-discriminatory nature of our services
2. Objectives
2.1 The objectives of INANNA LLC’s complaints policy is to:
- Ensure everyone knows how to make a complaint and how a complaint will be handled
- Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames
- Provide individuals with a fair and effective way to complain about our work
- Ensure that complaints are monitored to improve our services
2.2 INANNA LLC will ensure that we:
- Listen carefully to complaints and treat complaints as confidential, where possible
- Record, store and manage all complaints accurately and in accordance with data protection regulations
- Investigate the complaint fully, objectively and within the stated time frame
- Notify the complainant of the results of the investigation and any right of appeal
- Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence
- Report on an annual basis, the number of complaints received, the outcomes and any actions taken.
3. Definition of a complaint
3.1 A complaint is any expression of dissatisfaction by an individual, whether justified or not.
3.2 An individual may make a complaint if they feel INANNA LLC has:
- Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided
- Failed to act in a proper way
- Provided an unfair service
3.3 This policy and procedure relates only to complaints received about INANNA LLC and its services.
3.4 INANNA LLC recognises a difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.
3.5 If you have any concerns about our work please tell us as soon as possible, so that we can try to put things right.
3.6 If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below.
4. Complaints Procedure
4.1 INANNA LLC aims to settle the majority of complaints quickly and satisfactorily. In certain cases this may be by way of an apology or by an acceptable explanation to the complainant.
4.2 There are three stages to the complaint’s procedure:
- Stage One – the complaint
- Stage Two – investigation
- Stage Three – appeal
5. Stage One - Complaint
5.1 We ask that complaints be submitted in writing by email to [email protected], detailing the complainant’s full name; the details of their dissatisfaction including relevant dates; their contact details should we not already have them; and details of how they wish to see the complaint resolved.
5.2 All complaints will receive an acknowledgment within 3 working days of receipt.
6. Stage Two - Investigation
6.1 Complaints will be fully investigated, and a written response will be provided to the complainant within 10 working days by the company, detailing the outcome of the investigation and any remedial action being taken by the company either internally or towards the complainant.
6.2 Where the complaint is upheld, an apology should be offered.
6.3 Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case, a holding letter will be sent after 10 working days.
6.4 If an individual remains dissatisfied with the outcome from Stage Two, they can appeal within 14 working days of the date of the confirmation of outcome being issued and progress to Stage Three.
7. Stage Three - Appeal
7.1 If the complaint cannot be resolved to the complainant’s satisfaction at stage two, further investigation will be undertaken at the discretion of INANNA LLC’s director(s).
7.2 Acknowledgment of the complainant’s wish to appeal will be issued within 3 working days of receipt of the appeal request.
7.3 If the appeal is upheld, the Stage Two investigation will be reviewed further and one of the following actions will be recommended within 10 working days (from the date the complainant stated they wanted to appeal the original response to their complaint):
- Uphold the action taken at Stage Two
- Make changes to the Stage Two recommendation/actions
7.4 The complainant should be informed in writing of the outcome of stage three, the decision reached about this complaint will then be final but other options available to the complainant (as listed below) should be detailed in the letter.
7.5 If after INANNA LLC has been through the three stages and the complainant is still not satisfied with the result, they should be advised that there is no further right of appeal with INANNA LLC but they could approach any of the following external agencies for advice:
- Uphold the action taken at Stage Two
- Citizens Advice Bureau
This should be done within one month of receiving the outcome from the appeal.
8. Anonymous complaints
8.1 Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.
9. Data protection
9.1 To process a complaint INANNA LLC will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied or allegations are made which involve the conduct of third parties.
