Compliments & Complaints Policy — Condensed (Storage Innovation Ltd / Sturij)

Purpose

A simple, usable policy for receiving compliments, feedback, suggestions, and complaints — and responding fairly, promptly, and respectfully.

Company: Storage Innovation Limited (T/A Sturij)

1) Our aim

We aim to ensure that:

• Making a compliment or complaint is easy.
• We welcome compliments, feedback, and suggestions.
• We treat a complaint as a clear expression of dissatisfaction that calls for an immediate response.
• We handle complaints promptly, politely, and (when appropriate) confidentially.
• We respond appropriately (explanation, apology where we got things wrong, and/or actions taken).
• We learn from complaints and review this policy annually.

We recognise many concerns will be raised informally and resolved quickly. Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation where appropriate

2) Definitions

• Compliment: an expression of satisfaction about the standard of service we provide.
• Complaint: any expression of dissatisfaction, however expressed (in person, phone, writing, email, or other). Staff should recognise dissatisfaction even if the word “complaint” is not used.

3) Recording compliments

• All compliments are recorded.
• We acknowledge the compliment.
• A copy is sent to the relevant service manager to provide feedback to the staff member/service.

4) Responsibilities

Storage Innovation Limited will:

• Acknowledge formal complaints in writing.
• Respond within stated timeframes.
• Deal reasonably and sensitively.
• Take action where appropriate.

The complainant is asked to:

• Raise the complaint in writing normally within 8 weeks of the issue arising.
• Raise concerns promptly and directly with a staff member where possible.
• Explain the issue clearly, including any actions already taken.
• Allow reasonable time for investigation and response.
• Recognise some circumstances may be beyond Storage Innovation Limited’s control.

5) Confidentiality

We aim to maintain confidentiality for both the complainant and Storage Innovation Limited, except where circumstances make this impossible. If confidentiality cannot be maintained, we will explain this to the complainant.

6) Complaints procedure

Written records must be made at each stage.

Stage 1 — Informal resolution

• Staff establish seriousness.
• An informal approach is used where possible.
• If not resolved informally, proceed to Stage 2.

Stage 2 — Formal complaint

1. A formal complaint can be made verbally or in writing.
• If verbal, a statement should be taken by a member of the Management Team, staff member, or supervisor.
2. The complaint must be passed to David Hart.
• If the complaint concerns David Hart, pass to Bradley Wood.
• If the complaint concerns Bradley Wood, pass to Mark Walton.
3. David Hart or Bradley Wood (depending on the complaint) acknowledges the complaint in writing within 1 week.
4. The complaint is investigated. Conclusions should be discussed with the staff member involved and their line manager.
5. The complainant receives a response within 4 weeks of the complaint being received.
• If this is not possible, a letter must be sent explaining why.

Stage 3 — Escalation to board

1. If the complainant is not satisfied, the Storage Innovation Limited board will be convened.
2. A subgroup may carry out further interviews and review files/notes.
3. The board responds in writing within 4 weeks. The decision is final.

7) Complaints / suggestions form (template)

Your Name …………………………………………

Address …………………………………………

Telephone …………………………………………

Date of incident …………………………………………

Approximate time of incident …………………………………………

Suggestion / Complaint

(Write details here)

What action would you like to be taken?

(Write details here)

What times are convenient for you to have an appointment to discuss this?

(Write details here)