COMPLAINTS POLICY
Supermums are committed to providing a high-level service to all our stakeholders. Whether you are a client, candidate, worker, trainee or supplier – if you do not believe you have received a satisfactory service from us please advise us. As well as allowing us to investigate and resolve the matter for you, this will also help us to improve our standards.
WHO TO CONTACT?
If you have a complaint, please contact the business representative you have been in contact with, by phone in the first instance so that they can try to resolve your complaint informally. Following this informal stage, if you remain unsatisfied, please contact the Operations Manager by email on michelle@supermumsconsulting.com
The Operations Manager will then conduct an investigation into your complaint.
HOW SHOULD I PRESENT MY COMPLAINT
Please put your complaint in writing and ensure to include the following, or alternatively fill in the form below:
• Full name and contact details.
• Full description of the complaint including:
o The nature of the complaint
o Dates and times of key events
o Names of individuals/witnesses and their involvement
• Please include copies of all supporting documentation/evidence e.g., emails.
Please note: We’re unable to investigate anonymous complaints fully, but we welcome feedback of all kinds. Complaint’s must be made within six months of the event taking place. We do not normally investigate a complaint whilst there are legal proceedings planned or ongoing.
We regularly review complaints and feedback to identify lessons learned and improve our services
Raise a Case for the Supermums Team
NEXT STEPS
We will send you an email acknowledging your complaint.
We may need to confirm our understanding of the complaint and the outcome you are looking for before we can begin investigations and therefore, we may ask you to confirm or explain the details set out in your complaint.
We will also let you know the name of the person who will be dealing with your complaint, should it be someone other than the Operations Manager.
We will endeavor to acknowledge your complaint within 3 working days (unless Operations Manager is out of the Business and an acknowledgement will be made on their return), followed by a formal response within a further 20 working days. In some cases, we may require longer to investigate the complaint, in which case you will be notified, and response times will be amended accordingly.
We will endeavor to keep you informed as to the progress of your complaint
APPEALS PROCEDURE
The following appeals procedure will apply in cases where the complainant is not satisfied with the initial response: In cases where the complainant is dissatisfied with the response they have received, they are entitled to appeal the decision within seven days of receiving the response by writing to:
Heather Black, CEO, Heather@supermumsconsulting.com
After carefully considering all aspects of your complaint or concern, we will provide you with our final written response within 20 days.
Once we are satisfied that we have considered all aspects of your complaint or concern, we will send you our final response