Purpose
As an organisation we are committed to providing a client focused, consistent, credible and continuously improving portfolio of services and as such are commitment to listening and responding to our clients, associates and partners.
Definitions
What is a “compliment”? – A compliment is when a customer gives us feedback about how we have delivered positive service and or exceeded expectations.
What is a “comment”? – When a client, an associate or partner provides a suggestion, or offers an idea on how we can improve our delivery of a service.
What is a “complaint”? – A complaint is an expression of dissatisfaction about the service or person made in writing that requires further investigation.
Comments and Compliments
We want to continually improve the service we provide and are committed to giving all of those we deal with the opportunity to express satisfaction, or dissatisfaction, with our service, policies, processes and procedures, and to improving those policies, systems and procedures where appropriate in order to improve our service.
Equally, we need to know when we do things well so that we can disseminate best practice across the organisation. You can make a compliment, and or comment either by phone, letter, and email to SMARTT Veterans CIC or by completing one of our feedback forms. We will acknowledge receipt within three working days. Any verbal or written compliments and comments will be recorded by the appropriate Quality Manager on the Compliments and Comments Register.
Complaints
If, however you have a complaint, this is to be formalised in writing either by email or a letter. If we cannot resolve your complaint immediately, we will acknowledge receipt of your complaint within three working days and will aim to provide a full response within 10 working days. If we cannot do so we will keep you informed of progress towards providing a full reply. A Complaint must be registered within 14 days of the completion of services/ assessments provided by SMARTT Veterans CIC unless there is an extenuating circumstance.
Appeals
If you wish to make an appeal against an assessor decision, you will do so in writing either by email or a letter to SMARTT Veterans CIC within 14 days of notification of the outcome of the Assessment. The appeal must state clearly the grounds upon which you are appealing against the outcome of the Assessment.
Please note: There is no appeals procedure for The matrix Standard.
Improving our service to you
We will record all compliments, comments, and complaints and analyse monthly all feedback received and review how our policies, procedures and process can be improved.
SMARTT Veterans – Compliments, Comments, Complaints & Appeals Policy V6 – 02.26
If you require, we will make available details of this Policy in your preferred format.
The Compliments, Comments, Complaints & Appeals Policy also provides a Complaints and Appeals Process as detailed below.
Contact Details: SMARTT Veterans, Info@smartt.me.uk
SMARTT Veterans CIC is committed to providing a high-quality legal service to all our clients. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.
If you have a complaint, please contact us with the details. We have eight weeks to consider your complaint. If we have not resolved it within this time you may complain to the Legal Ombudsman.
What will happen next?
1. SMARTT Veterans CIC will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
2. SMARTT Veterans CIC will then investigate your complaint. This will normally involve passing your complaint to our client care partner, who will review your matter file and speak to the member of staff who acted for you.
3. SMARTT Veterans CIC will then invite you to a meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the acknowledgement letter.
4. Within three days of the meeting, SMARTT Veterans CIC will write to you to confirm what took place and any solutions s/he has agreed with you.
5. If you do not want a meeting or it is not possible, SMARTT Veterans CIC will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
6. At this stage, if you are still not satisfied, you should contact SMARTT Veterans CIC again and we will arrange for another partner or someone unconnected with the matter at the firm or for a sole practitioner to review his/her own decision or appropriate alternative such as review by another local solicitor or mediation to review the decision.
7. SMARTT Veterans CIC will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
8. If the student/learner is still unsatisfied with any outcome they have the right to complain to the awarding body and if still dissatisfied direct to the relevant qualification’s regulator
9. If you are still not satisfied, you can then contact;
Legal Ombudsman,
PO Box 6806,
Wolverhampton
WV1 9WJ
about your complaint. Normally, you will need to bring a complaint to the Legal Ombudsman within six months of receiving a final written response from us about your complaint or within six years of the act or omission about which you are complaining occurring (or if outside of this period, within three years of when you should reasonably have been aware of it). For further
informant, you should contact the Legal Ombudsman on 0300 555 0333 or at enguiries@legalombudsman.org.uk
Review of the Policy
This policy will be reviewed at least annually (or sooner if there are legislative changes or significant safeguarding events).
SMARTT North East Safeguarding Officer
Contact person – Barry Joyce
Email – barry.joyce@smartt.me.uk
Review date February 2027
By whom – Barry Joyce