Evolution Assist (UK) is committed to ensuring the best level of service to its clients and others who have contact with the organisation. This policy extends to handling complaints.
All staff are provided with guidance about how to deal with complaints to ensure consistency and compliance with the procedure.
Our intention is to provide a service which is easy to use and which hopefully will provide early and satisfactory conclusions to most complaints raised.
In the first instance you should raise any complaint or expression of dissatisfaction with the person you have been dealing with.
If you wish to discuss our complaints procedure, rather than reporting a specific complaint please contact a Manager.
All clients are advised in writing at the outset of our complaint procedure to whom their complaint should be addressed.
NOTE: Anybody can complain and their complaint will be taken seriously and be dealt with in accordance with the procedure. When a complaint is recorded, the following procedures are adhered to:
The complaint or issues raised, will be acknowledged in writing to the complainant within two working days (or as soon as practically possible) advising him or her that a formal response will be provided in writing within fourteen days, together with the name and status of the person handling the matter.
The matter will then be investigated by the person dealing with the complaint (usually not the most senior person at this point) as appropriate, and the result notified to the complainant, in writing, within fourteen days, either rejecting or accepting the complaint. If accepting the complaint, where appropriate, offering a solution.
Complainants are advised who to complain to should they be unhappy with the response received (this would normally be someone more senior).
If the complainant is dissatisfied with the response from the person dealing with the complaint their further concerns are notified to a Manager.
The further complaints or issues will be acknowledged in writing to the complainant within two working days (or as soon as practically possible) advising him or her that a Manager will provide a formal response in writing within fourteen days.
A Manager will then investigate the matter and the result will be notified to the complainant within fourteen days. The response will indicate if the complaint is rejected or accepted and if the latter, where appropriate, offer redress.