Complaint Policy and Procedure
1. Introduction
NW Supported Living Ltd is committed to providing high-quality services to our clients. We understand that there may be times when clients or stakeholders are dissatisfied with our services. This policy outlines the procedures for handling and resolving complaints in a fair and efficient manner.
2. Definitions
- Complaint: An expression of dissatisfaction with our services by a client or stakeholder.
3. Scope
This policy and procedure apply to all clients, investors, supported living providers, and other stakeholders involved in our business dealings.
4. Objectives
- To provide a fair and transparent process for handling complaints.
- To resolve complaints promptly and effectively.
- To identify and address root causes to prevent recurrence.
5. Procedure
5.1 Submission of Complaints
Clients or stakeholders may submit a complaint in writing by:
- Emailing info@nwliving.co.uk
5.2 Acknowledgment of Complaint
Upon receipt of a complaint, we will acknowledge it within 3 business days. The acknowledgment will include the name of the person handling the complaint and an estimated timeframe for resolution.
5.3 Investigation
The designated person will conduct a thorough investigation into the complaint. This may involve gathering information from relevant parties, reviewing documentation, and assessing the situation.
5.4 Resolution
Once the investigation is complete, we will communicate the resolution to the complainant. The resolution may include corrective actions, explanations, or any other appropriate measures to address the complaint.
5.5 Escalation
If the complainant is not satisfied with the resolution, they may escalate the complaint to the Property Redress Scheme (PRS). Our registration number with the PRS is PRS043402.
5.6 Documentation
All complaints and their resolutions will be documented for future reference and analysis. This documentation will be maintained in a secure and confidential manner. NW Supported Living is registered with the ICO, registration number ZB646814.
6. Continuous Improvement
We are committed to learning from complaints and continuously improving our services. Periodic reviews of complaints will be conducted to identify trends and implement preventive measures.
7. Review of Policy
This policy will be reviewed annually and updated as necessary to ensure its effectiveness.
8. Contact Information
Goodier Living Limited (Company Number 15329065) (Trading as NW Supported Living)
10 Bolton Road West,
Ramsbottom,
Bury,
England,
BL0 9ND
Email: info@nwliving.co.uk