AccessCentral is committed to providing a high quality service and achieving the highest standards of conduct from its staff. We strive to provide all of our clients with the most appropriate and efficient solutions and deliver services in a timely and professional manner. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients.
If you are dissatisfied with the way you have been treated or with the service you have received we wish you to know that:
- We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response;
- We will treat it seriously whether it is made in person, by telephone, by letter, by fax, or by e-mail;
- We will deal with it promptly, politely and, where appropriate, informally;
- We shall endeavor to respond in the appropriate way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc;
- We want to learn from complaints, using them to improve our services.
How to make a complaint?
- You can make a complaint in writing, by fax, by e-mail, by telephone or in person (by appointment please). If you are writing, faxing or e-mailing your complaint, please provide your telephone number if a response by telephone would be convenient. If you are e-mailing, please state if a reply by e-mail is required and, if not, please provide a full postal address.
- If you know the name of the person relevant to your complaint please make your complaint direct to them.
- If you do not know who to direct your complaint to you should contact The Manager to obtain this information.
After you have made a complaint
- We will reply within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time – for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint, when you can expect the full reply and from whom.
- That full reply will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be an appropriate member of staff at the next level of the management structure. NB. The final stage in the complaints procedure will be dealt with by the Managing Director.
Complaints about related organisations
The Centre works closely with a range of agencies, organisations and suppliers. If a client has a complaint regarding one of the suppliers that we have recommended, we would like to know about this. We will where necessary advise and advocate on behalf of clients in the resolution of the issue. If a client wants to complain about some other related organisation we are only able to advise them on whom to contact where we ourselves are aware of who that may be.
