Trio Childcare Connections Ltd: Case Study

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Despite all our efforts as a company, there will be instances where an individual feels it is necessary to complain about a service. We have a complaints officer who will ensure that each complaint is dealt with in a fair and impartial manner. They will also ensure that each complaint is given a prompt reply. As a company, we would encourage a client to voice their opinion on the services provided by this company and we will ensure that any worries they may have will be taken seriously and will be noted for future decisions. The complaints officer will be responsible for ensuring that each complaint is dealt with by collating all the relevant information relating to the complaint, discussing the matter with the directors and relevant…show more content…
The client will be asked to sign and return the summary of the complaint so that we may proceed with the matter. b) Within 10 working days of receiving the official complaint, the client will receive another letter from a senior or line manager that either suggests ways of solving the problem or noting Trio Childcare Connections Ltd. decision. This letter will explain other options available to the client should they disagree with the action taken. c) Should the client decide to appeal against the action taken, the next stage is for the matter to go to a full board meeting. This will happen within 5 working days of the client informing us that they are dissatisfied with the first decision. The board of directors will send the client a letter to say that they have received the complaint and will be looking into the matter. d) Within a further 10 working days, the board will inform the client either of their decision or to arrange a meeting to discuss the matter

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