Complaints Policy & Procedure

Complaints Policy

BABICM is committed to providing a high-level service. If you do not receive satisfaction from us we need to hear from you. This will help us to improve our standards.

• For our policy and guidance on raising a complaint about an individual case manager, please click here.

Complaints regarding BABICM as an organisation

We aim to ensure that:

• Making a complaint is as easy as possible;
• 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; and
• We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures.

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

• Resolve informal concerns quickly;
• Keep matters low-key; and
• Enable mediation between the complainant and the individual to whom the complaint has been referred.

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.

Complaints Procedure

If you have a complaint, please contact BABICM Chair.

You can write to BABICM Chair at: BABICM, Suite 8f, Phoenix House, 100 Brierley Street, Bury BL9 9HN or email the Chair by clicking here.

Next steps 

• We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our letter within 5 working days of us receiving your complaint.
• We will record your complaint in our Complaints Register within a day of having received it.
• We will acknowledge your reply to our acknowledgment letter and confirm what will happen next. You can expect to receive our acknowledgement letter within 5 working days of your reply.
• We will then start to investigate your complaint. This will normally involve the following steps:
• We may ask the member of staff who dealt with you to reply to your complaint within 5 days of our request;
• We will then examine the member of staff’s reply and the information you have provided for us. If necessary we may ask you to speak to them.  This will take up to 4 days from receiving their reply;
• BABICM will then invite you to meet to discuss and hopefully resolve your complaint. We will do this within 5 working days of the end of our investigation.
• Within 2 days of the meeting BABICM will write to you to confirm what took place and any solutions as agreed with you.

If you do not want a meeting or it is not possible, BABICM will send you a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 working days of completing our investigation.

Complaints about a BABICM member

If BABICM is approached with a complaint about one of their members the person making the complaint would be advised to first discuss their grievance directly with the BABICM member who is the subject of their complaint.

It is good practice for BABICM members or the company that they work for to have a complaints procedure in place. The person making the complaint should therefore obtain the relevant complaints policy and procedure from the individual BABICM member or the company they work for.

Customer Care Policy

We aim to meet your needs with efficiency, effectiveness, fairness and courtesy by:

• Providing a friendly service, showing respect and sensitivity;
• Treating you fairly – demonstrating our commitment to equality and diversity;
• Recognising and responding to your particular needs;
• Dealing with your requests and enquiries accurately, promptly and efficiently;
• Respecting your confidentiality;
• Offering an explanation if we can’t answer your request /enquiry;
• Making effective use of IT services;
• Establishing service standards and monitoring our performance;
• Continuing to develop our teams’ expertise and skills; and
• Welcoming your feedback.

BABICM has a comprehensive customer and complaint procedure with the involvement of Managers/Directors until the matter is resolved to the satisfaction of all parties.

If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us using our details below. We will respond to your query within 3 – 5 working days. This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.

Courtesy

All team members are trained in customer service standards, will exhibit customer friendly service skills and be knowledgeable, professional and courteous in meeting the needs of our customers.

Communication

BABICM will return all phone calls and emails received from clients within 24 hours. Where we are unable to meet this agreement, we will inform you of this as soon as possible and agree a new deadline.

Consistency

As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet the business needs and that they are consistently applied to all our customers.

Complaints

BABICM seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Director, Vicki Gilman in the first instance, where they will be acknowledged.

Access to Information

We comply fully with the provisions of the General Data Protection Regulation. Any personal or confidential information held by us about a client or a team member is fully accessible to that person or body for review or editing by contacting the Director, Vicki Gilman.

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards, we strive to reduce the burden of unnecessary paperwork.

How to Contact Us:

Vicki Gilman, Director

BABICM

Suite 8F, Phoenix House, 100 Brierley Street, Bury. BL9 9HN

e: chair@babicm.org

BABICM Approved Policy & Procedures, September 2021