Complaints Policy and Procedure

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1.Aim:

The company strictly follows the laws of the UK in its business practices and dealing with all contracting parties according to the terms and conditions of the mutually agreed contracts, and its own employees and workers under employment agreements. The company policy is fair dealing with everyone. The company gives everyone opportunity to take independent legal advice, informed decisions and consents before entering into any contract, agreement or employment agreement with the company. However, if ever, during the performance of obligations by the parties, there is a concern, grievance, complaint or dispute between the parties, the company adopts a standard complaints and resolution procedure to tackle the situation amicably, reasonably and fairly.

2.Commitment:

The company is committed to provide quality working environment to its employees and contractors and quality service to its customers and clients. The company adopts open and accountable ways to build trust and respect for everyone working with, dealing with, and using services provided by the company. The company is always ready to listen and respond carefully to the views of everyone concerned. The company responds positively to the concerns, grievances, complaints and disputes and pledges to rectify mistakes.

3. Policy :

Therefore, the company ensures that:

  • Making a complaint is easy and accessible.
  • Taking a complaint as an expression of dissatisfaction to the quality of work environment and service which expects an immediate response.
  • The company deals with it promptly, politely, appropriately, confidentially, and effectively.
  • The company adopts the right way of explanation if there is a misunderstanding, apology if the company acted wrongly, and information of any action taken.
  • The company learns from its mistakes to improve quality of work and service and reviews its policy and procedures annually.
  • First Stage: The company recognises that many concerns can be raised informally and dealt with quickly as it helps keeping the matters in low profile for all parties concerned. The informal approach is the first stage to appropriateness and satisfaction.
  • Second Stage: In case, the first stage informal approach cannot achieve satisfaction. The company offers the formal complaints resolution procedure to resolve the complaint or settle the matter at stage 2.
  • Third Stage: In case, the complainant does not agree and / or feels satisfies with the decision after going through the formal complaint resolution procedure of the company, the complainant has the right to appeal to the company at stage 3.
  • The parties have the right to Alternative Dispute Resolution either through ACAS or independent dispute resolution sources.
  • Despite all efforts, if the complainant is not satisfied and the parties cannot resolve or settle the matter through internal complaints and resolution procedure, the complainant has the statutory right to complain to the Legal Ombudsman.

4. Preamble:

Complaints Resolution Procedure is based on two processes:

  • Complaints Procedure; and
  • Complaints Resolution Procedure.

Complaint (Definition): Any expression of dissatisfaction related to the company, a member of staff or a worker that requires a proper response. 

Complaints Procedure: It is the company’s prescribed procedure of lodging a complaint to the company.

Complaints Resolution Procedure: It is the internal complaint-resolution procedure of the company. It is the process of resolving concerns, grievances, complaints and disputes between parties. The term is also sometimes used for conflict resolution or settlement; however, conflicts are deep-rooted and prolonged than complaints and disputes.

Purpose of Complaints and Resolution Procedure: The company’s complaints and resolution procedure are intended to ensure that all complaints are handled fairly, satisfactorily and consistently.

Contact Person for Dispute Resolution / Complaints / Grievances: For all complaints, concerns, grievances, disputes contact Mr Kausar Shahzad, Director MinicabRide Limited. The contact person is fully authorised to appoint a Manager or Controller for acting on his behalf with delegation of designated powers to deal with the matter, however, it will be conveyed to all concerned parties.

Source of the Company’s Complaints Resolution Policy:

The company (MinicabRide Limited) follows the govt.uk advice and guidance for complaints and disputes resolution (https://www.gov.uk/handling-employee-grievance) which refers to the advice and guidance provided by the Advisory, Conciliation and Arbitration Service (ACAS) for complaints and disputes resolution as a standard practice for the businesses in the United Kingdom at https://www.acas.org.uk/dispute-resolution and ACAS grievance handling procedure https://www.acas.org.uk/grievance-procedure-step-by-step.

5. Individual Complaints and Disputes Resolution:

  • For all individual complaints and disputes, the company adopts an internal standard procedure of lodging complaints and complaints resolution procedure derived from the ACAS Code of Practice on Disciplinary and Grievance Procedures.
  • For simplifying, all individual concerns, complaints, grievances, complaints and disputes will be resolved or settled according to the company’s Complaints’ Resolution Policy and Procedure as follows:
  • The company’s complaints resolution policy and procedure are equally applicable on all of its employees, workers, contractors, business partners, suppliers, agents, corporate partners, and customers.
  • Overlapping Complaint and Disciplinary Action: If the complainant is a company employee, worker or contractor, and during the pendency of complaint, there is a disciplinary action against the complainant (contractor, worker or employee), the disciplinary action will be suspended during the pendency of the complaint till the resolution of the complaint.
  • For all stages of complaint resolution, the company must maintain records and meeting minutes and notes taken in proceedings and provide a copy to the complainant on demand.
  • The Complaints and Resolution Procedure stated below is a brief view of how the company handles the complaint; however, for a detailed view, read ACAS ‘Code of Practice on Disciplinary and Grievance Procedures’ at (https://www.acas.org.uk/acas-code-of-practice-for-disciplinary-and-grievance-procedures/html):

5. Complaints Procedure::

  • Any person related to the company in any capacity, if feels dissatisfied with any action of the company (including its members of staff, workers and contractors) has the right to complain by following the company’s complaints procedure.
  • The complainant’s responsibility is to complain promptly, directly and confidently to the company through the contact person within eight (8) weeks of the concern arising, recognising the fact that some circumstances may be inherently beyond the company’s control.
  • Time Period for Complaint: Eight (8) Weeks from the date of arising of the issue.
  • The complainant should keep record of his actions.
  • The complainant should approach the ‘Contact Person’ either by text message, or phone call, or email or post to provide detail of concern, problem, complaint, grievance or dispute to resolve it informally.
  • How to make a complaint:
  • You can make a complaint in a number of ways:
  • By Text Message to phone Number: ___________________; or
  • By Phone Call to Phone Number: _________________; or
  • By Email: Info@minicabride.com ; or
  • By Post to: Director MinicabRide Limited, 24 Frognal Court, Finchley Road, London NW3 5HG

6.Complaints Resolution Procedure:

Stage 1 – Informal Complaints Resolution Procedure:

Resolution Period: The procedure takes four (4) weeks from the date of receipt of informal complaint to resolve it at first stage.

  • The company must resolve the complaint informally and amicably with mutual consultation with the complainant.
  • In case of personal meeting, all complainant’s have the right to bring one colleague, friend or a union representative with them for attendance of procedure at stage 1 (Informal Complaints Resolution Procedure).
  • The company must treat the complainant according to the standard work and professional ethics.
  • The complainant must act on standard business procedures, ethics and professionalism during the resolution period.
  • The Contact Person must, within four (4) weeks of receipt of informal complaint, resolve the issue either on the phone, or in an informal meeting with the complainant or either way convenient for and mutually agreed by both parties.
  • The Contact Person must keep record and take notes of the Resolution with date, time, venue and statement of agreement on resolution of complaint between parties and send a confirmation to the complainant of the resolution of complaint as a record.
  • If the complaint cannot be resolved informally and amicably at Stage 1 within 4 weeks of the receipt of complaint, the complainant has the right to lodge a formal written complaint at stage 2 with the company.

Stage 2 – Formal Complaints and Resolution Procedure:

The complainant has the right to formally lodge a written complaint, if not satisfied with the resolution during the informal stage 1, by approaching the contact person in the company.

  • The complainant must lodge a formal complaint promptly, directly and confidently in writing to the company through the contact person within four (4) weeks of the informal decision of stage 1 as soon as possible to bring it to attention, with all relevant details and clear explanation.
  • How to approach the Contact Person for formal written complaint: Contact by Email: admin@minicabride.com
  • The complainant should keep record of his actions.
  • The company’s responsibility is to:
  • Acknowledge the complaint.
  • Ensure confidentiality except in exceptional circumstances. In exceptional circumstances, if it may not be possible to maintain confidentiality, the company should give reason and explanation to the complainant.
  • Observe its privacy policy.
  • Respond within a stated – eight (8) weeks – period of time from the receipt of complaint.
  • Deal reasonably, sensitively, appropriately and effectively.
  • Inform the complainant of the action taken.
  • Resolution Period: Eight (8) Weeks from the receipt of formal complaint. If the matter is complex and needs assessment of evidence that demands extra time, the time of resolution may be extended with appropriate notice to all concerned parties.
  • All complainant’s have the right to bring one colleague, friend or a union representative with them for attendance of procedure at stage 2 (Formal Complaints Resolution Procedure).
  • The complainant and the company must act according to the standard business norms and professional ethics to carry on business during the Stage 2 procedures.
  • The Contact Person must issue, within 14 calendar days of receipt of Stage 2 Formal Complaint, a formal written notice, by text message, email, or post, of hearing of grievance with date, time and venue and invite the complainant for meeting in person, on the phone or video call to explain his concern, show any evidence in the proceedings.
  • The Contact Person must resolve the matter fairly, justly and timely within next 14 calendar days of hearing / meeting and properly inform the complainant of decision in writing with reasons of decision. The contact person must inform the complainant that if the complainant is satisfied with the decision, the matter is closed at stage 2.
  • The contact person must also inform the complainant that if the complainant is not satisfied with the decision of the formal stage – 2, he/she has the right to appeal (at stage 3) the decision to the company within four (4) weeks of the date of receipt of decision.

Stage 3 – Appeal Stage:

If the complainant is not satisfied, he/she has the right to appeal to the company against this decision and can appeal, after Stage 2 completion, within next four (4) weeks with written reasons of dissatisfaction, why the decision should be reconsidered in appeal, and sending all previous and new evidence by email to the contact person mentioning clearly that the complainant wants to appeal this decision.

  • The complainant must lodge a formal appeal promptly, directly and confidently in writing to the company through the contact person within four (4) weeks of the formal decision of stage 2 as soon as possible to give a complainant’s notice of appeal, with all relevant details, explanation, reasons of dissatisfaction with the decision and reasons for reconsideration of decision at appeal stage.
  • How to approach the Contact Person for giving a Complainant’s formal Notice of appeal: Contact by Email: shahzad@minicabride.com
  • The complainant should keep record of his actions.
  • The company’s responsibility is to:
  • Acknowledge the complainant’s notice of appeal.
  • Ensure confidentiality except in exceptional circumstances. In exceptional circumstances, if it may not be possible to maintain confidentiality, the company should give reason and explanation to the complainant.
  • Observe its privacy policy.
  • Respond within a stated – four (4) weeks – period of time from the receipt of notice of appeal.
  • Deal reasonably, sensitively, appropriately and effectively.
  • Inform the appellant of the action taken and decision with reasons.
  • Resolution Period: Eight (8) Weeks from the receipt of Complainant’s Notice of Appeal. If the matter is complex and needs assessment of evidence that demands extra time, the time of appeal resolution may be extended with appropriate notice to all concerned parties.
  • The appellant and the company must act according to the standard business norms and professional ethics to carry on business during the Stage 3- Appeal Stage procedures.
  • The contact person must, within four weeks of receipt of the complainant’s appeal notice, issue an appeal hearing / meeting notice with date, time and venue for in person or video meeting and invite the complainant to show evidence in appeal proceedings.
  • All complainants / appellants have the right to bring one colleague, friend or a union representative with them for attendance of appeal procedure at stage 3 (Appeal Stage).
  • The contact person must decide the appeal and inform the appeal decision in writing by email or post to the complainant / appellant within four weeks of appeal hearing.
  • The contact person and appellant must maintain their written records of all steps taken to resolve the complainant’s appeal.
  • If the Complainant / appellant is satisfied with the appeal decision of the company of the complaint’s resolution or settlement, the matter is closed at the appeal stage.
  • If the complainant / Appellant is not satisfied with the appeal decision at Stage – 3, through the company’s internal complaints and resolution procedure, he/she has the right to opt for Alternative Dispute Resolution (ADR) through ACAS or other independent dispute resolution sources.
  • The complainant has the right to contact Legal Ombudsman.
  • The complainant has the right to opt for Compensation Claim through Court Proceedings. If the matter is related to employment, the complainant can contact the Employment Tribunal.

7. Alternative Dispute Resolution:

The parties can approach ACAS (https://www.acas.org.uk/dispute-resolution) for Alternative Dispute Resolution (ADR) and Employment Tribunal for court action. 

7. Complainant’s Right to Complain to the Legal Ombudsman:

The company makes all efforts to maintain its trust, however, if the complainant is not satisfied with his/her complaint resolution or settlement through the internal Complaints and Resolution Procedure, the complainant has the statutory right to complain to the Legal Ombudsman.

The legal ombudsman can be contacted online. The complaint’s form is available on the website: https://www.legalombudsman.org.uk/

By Email: enquiries@legalombudsman.org.uk

By Phone: (+44) 0300 555 0333

By Post: PO Box 6806

Wolverhampton

WV1 9WJ

 

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