Fusion People aim to provide a high quality service. We recognise, however, that there will be occasions when we get things wrong or customers are unhappy about some aspect of our service. The aim of our Complaints Policy and Procedure is to give clear details of what steps can be taken to get things put right where there is a problem and to allow us to keep an eye on the quality of service we provide so that we can work to improve it.

Informal

Often complaints can be resolved quickly and easily if raised at an early stage and directly with the operational staff responsible for the day to day service. This stage may be used to advise a member of staff of a particular problem, allowing them to resolve the matter first hand. The member of staff will acknowledge the complaint and respond to it within 3 working days, indicating what is to be done to resolve the complaint and when.

Stage One

This stage formalises the complaint and involves raising it verbally with the relevant Office Manager responsible for service delivery. They will investigate the complaint as a matter of urgency and notify of their decision within 3 working days.

Stage Two

If the decision of the Office Manager does not satisfactorily resolve the complaint, the individual should detail the complaint in writing and submit it to the relevant Director within 2 working days. Further investigation will take place and the individual will be notified of their decision within 5 working days.

Stage Three

If the matter is still not resolved satisfactorily, the individual may elect to appeal to the Managing Director in writing who will give an impartial decision within 3 working days. This decision will be final and binding.