1. Introduction
YOUMARKS is committed to providing high quality service and achieving the highest standards of support for all of our users and other stakeholders. The company encourages an environment in which constructive complaints are valued and contribute to the positive experience of everyone who uses our service or is a stakeholder of the company. This policy and the accompanying procedure is designed to encourage prompt resolution of complaints at the earliest possible stage.
We aim to ensure that:
2. Scope
This policy applies to all complaints made by all YOUMARKS stakeholders, regarding the services offered by the business.
3. Policy Statements
3.1 YOUMARKS is committed to treating all valid complaints seriously and assessing them thoroughly.
3.2 A complaint can be defined as an expression of dissatisfaction by an individual and may relate to:
3.4 The company reserves the right to refuse to deal with a complainant who takes an overly aggressive or abusive approach towards any member of staff; all members of staff have a right to be treated courteously and with respect
3.5 Complaints should be raised as soon as problems arise to enable prompt investigation and swift resolution.
3.6 The company requires that staff must record all complaints so that the data can be used for analysis and management reporting. By recording and using complaints information in this way, the causes of complaints can be identified, addressed and, where appropriate, training opportunities can be identified and improvements made to the services offered.
3.7 All formal complaints unless about services offered by an external body which then needs to be referred to them, should be investigated and a response sent to the complainant within 10 working days.
4. Roles and Responsibilities
Complaints should be made in writing by email to YOUMARKS. Once a complaint is received, we will refer it to the relevant department for investigation and follow up with the complainant.
[1] Members of staff whose services are employed by YOUMARKS.
[2] External stakeholders include Suppliers, Contractors or any other entity with which YOUMARKS have a business relationship
YOUMARKS is committed to providing high quality service and achieving the highest standards of support for all of our users and other stakeholders. The company encourages an environment in which constructive complaints are valued and contribute to the positive experience of everyone who uses our service or is a stakeholder of the company. This policy and the accompanying procedure is designed to encourage prompt resolution of complaints at the earliest possible stage.
We aim to ensure that:
- Making a complaint is as simple as possible;
- We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response;
- Every complaint is dealt with promptly, politely and professionally;
- Complaints are responded to in the right way, for instance with an explanation, or an apology where we have got things wrong or information on any action taken etc.
- We learn from complaints and use them to improve our service.
2. Scope
This policy applies to all complaints made by all YOUMARKS stakeholders, regarding the services offered by the business.
3. Policy Statements
3.1 YOUMARKS is committed to treating all valid complaints seriously and assessing them thoroughly.
3.2 A complaint can be defined as an expression of dissatisfaction by an individual and may relate to:
- The quality and standard of service offered by YOUMARKS;
- Failure to provide a service that is agreed or promised;
- Treatment by, or attitude of a, member of staff, contractor or any other stakeholder;
- Dissatisfaction with the company’s policies or procedures.
3.4 The company reserves the right to refuse to deal with a complainant who takes an overly aggressive or abusive approach towards any member of staff; all members of staff have a right to be treated courteously and with respect
3.5 Complaints should be raised as soon as problems arise to enable prompt investigation and swift resolution.
3.6 The company requires that staff must record all complaints so that the data can be used for analysis and management reporting. By recording and using complaints information in this way, the causes of complaints can be identified, addressed and, where appropriate, training opportunities can be identified and improvements made to the services offered.
3.7 All formal complaints unless about services offered by an external body which then needs to be referred to them, should be investigated and a response sent to the complainant within 10 working days.
4. Roles and Responsibilities
Complaints should be made in writing by email to YOUMARKS. Once a complaint is received, we will refer it to the relevant department for investigation and follow up with the complainant.
[1] Members of staff whose services are employed by YOUMARKS.
[2] External stakeholders include Suppliers, Contractors or any other entity with which YOUMARKS have a business relationship
