Information for Customers
CEIS 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 CEIS 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
This information describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.
Definition of a Complaint
A complaint is any expression of dissatisfaction about any aspect of CEIS.
What can I complain about?
Complaints may come from any person or organisation that has a legitimate interest in CEIS and is dissatisfied with our service, a member of staff, a board member or a contractor.
Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service. If you aren’t able to complain yourself, you can ask someone to register a complaint and act on your behalf.
How do I complain?
You can complain in person, by phone, in writing via letter or email.
When complaining, please tell us:
- Your full name and address
- As much as you can about the complaint
- What has gone wrong
- How you want us to resolve the matter
Please submit complaints to the manager of the service which is the subject of your complaint.
What happens when I have complained?
Our complaints procedure has two stages:
Stage one: frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This may mean an explanation and apology if appropriate, and immediate action to solve the problem. This should take five working days unless there are exceptional circumstances. If you are unhappy with a particular aspect of our service you can raise this with the CEIS staff member that you are dealing with.
If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next.
Stage two: investigation
We deal with two types of complaint at this stage:
- Those that could not be resolved at stage one
- Those that are more complex and require more detailed investigation
We aim to resolve stage two complaints within 20 working days.
What if I’m still dissatisfied?
After we have carried out a full investigation, if you are still dissatisfied with our decision or the way we dealt with your complaint, where appropriate we may identify a relevant commissioning or regulatory body that you can ask to look at your complaint and our response.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Recording and monitoring
Each service area shall maintain its own complaints register with full details of the complaint and outcome in order for the business to learn and continually improve. A register of complaints will be reviewed monthly at management team meetings, and quarterly at Board meetings.
Dip-testing may be carried out to ensure the complaints process has been adhered to.
This document can also be available in alternative formats such as Braille, large print and Audio CD. If you require any of these alternative formats please ask when requesting the document and we will arrange to send a copy to you.