Our Goal
TIPINIONS (www.tipinions.com) is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our subscribers and in particular by responding positively to complaints, and by putting mistakes right.
Therefore our goal is to ensure that:
- making a compliment, suggestion or complaint is as easy as possible
- we welcome compliments, suggestions and feedback
- we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
- we deal with it promptly, politely, and confidentially
- we respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
- we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognize that some concerns will be raised informally, and dealt with quickly.
Our goals are to:
- resolve informal concerns quickly
- keep matters low-key
- enable mediation between the complainant and the individual to whom the complaint has been referred
This policy ensures that we welcome compliments, suggestions and provide guidelines for dealing with complaints from subscribers about our services and / or staff.
2. Definitions
A compliment is an expression of satisfaction about the standard of service we provide.
A suggestion is an idea or plan put forward for consideration.
A complaint is defined as any expression of dissatisfaction.
3. Compliments & Suggestions
We are always glad to hear from people who are satisfied with the services we offer. All compliments and suggestions are recorded and reviewed by Management Team and owner and dealt with accordingly.
4. Complaints
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
5. Responsibilities
TIPINIONS (www.tipinions.com) responsibility will be to:
- acknowledge the formal complaint in writing
- respond within a timely manner
- deal reasonably and sensitively with the complaint
- take action where appropriate
A complainant's responsibility is to:
- bring their complaint, in writing, to TIPINIONS (www.tipinions.com - use the Compliments, Suggestions & Complaints Form) attention normally within 8 weeks of the issue arising
- raise concerns promptly and directly to TIPINIONS (www.tipinions.com) - using the Compliments, Suggestions & Complaints Form.
- explain the problem as clearly and as fully as possible, including any action taken to date
- allow TIPINIONS (www.tipinions.com) a reasonable time to deal with the matter
- recognize that some circumstances may be beyond TIPINIONS (www.tipinions.com) control.
6. Confidentiality:
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and TIPINIONS (www.tipinions.com) maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
7. Complaints Procedure:
Written records must be maintained by TIPINIONS (www.tipinions.com) at each stage of the procedure.
Stage 1
In the first instance, the Management Team and owner must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Stage 2
If the complaint cannot be resolved informally, the subscribers should be advised that a formal complaint may be made and the following procedure should be explained to them. A member of the Management Team will make this explanation.
- A formal complaint should be made in writing using the Compliments, Suggestions & Complaints Form.
- In all cases, the complaint must be passed on to the Management Team and owner.
- The Management Team or owner, depending on the nature of the complaint, must acknowledge the complaint in writing within two weeks of receiving it.
- One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved, Management Team and owner.
- The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
Stage 3
- If the complainant is not satisfied with the above decision then the complainant should contact the owner at support@tipinions.com to further resolve the complaint.
Please complete the TIPINIONS Compliments, Suggestions & Complaints Form.