Complaints Procedure

Introduction

We aim to maintain high standards in all we do but recognise that we can sometimes get things wrong despite our best intentions.

We view a complaint as an opportunity to put things right for the person making the complaint and improve the services that SI Network (UK & Ireland) Ltd offers. We would not be able to do so or learn in the future if we did not receive feedback when things go wrong. Therefore, we value and take any feedback we receive seriously.

Generally, this Complaints Procedure aims to resolve disputes informally without resorting to a formal investigation or legal proceedings. We will try to explore every reasonable option to resolve complaints by working with the person making the complaint to agree on an outcome that is satisfactory to them and SI Network (UK & Ireland) Ltd.

Whether your complaint is justified or not, our reply will describe the action we have taken to investigate it, the conclusions we have reached as a result of the investigation, and any action we have taken or are taking because of your complaint.

We will ensure that all information received and produced in connection with a complaint is treated as confidential and handled sensitively, that only those who need to know have access to it, and that relevant data protection requirements are met.

All complaint information is passed promptly to our Director of Business Operations, who reports on them to our Board within 28 days.

The information below sets out our Complaints Procedure.

Complaint

A ‘complaint’ in this Procedure means any expression of dissatisfaction in relation to SI Network (UK & Ireland) Ltd that requires a response from SI Network (UK & Ireland) Ltd.

Where complaints may come from

Complaints may come from users of SI Network (UK & Ireland) Ltd’s services, those involved in SI Network (UK & Ireland) Ltd’s activities, customers or any other person or organisation who has a legitimate interest in SI Network (UK & Ireland) Ltd.

Complaints that cannot be dealt with under this Procedure

This procedure is only for the above type of external complaint, not for complaints or grievances from staff, contractors or volunteers.

Whilst complainants are generally entitled to receive responses to a complaint and to challenge any responses received from SI Network (UK & Ireland) Ltd, it will not deal with complaints or challenges where, in the reasonable opinion of the Board of Directors, they amount to persistent, habitual or vexatious complaints or challenges.

SI Network (UK & Ireland) Ltd expects any complainant to be polite and courteous. It will not tolerate aggressive, abusive or unreasonable behaviour or demands.

How to make a complaint

First Stage

You can contact us by email or letter if you have a complaint.

To help us investigate and address all complaints, we ask you to provide us with as much information as possible. This should cover:

  • The reason for your complaint
  • Where and when what you are complaining about happened
  • The name(s) of anyone involved (if known)
  • What outcome you are hoping for (but we are not obliged to resolve the complaint in that way)
  • Your contact details (name, address, daytime telephone number and/or email address)
  • Who you should contact within SI Network (UK & Ireland) Ltd will depend on how you decide to make contact and on whom you wish to make a complaint. We have indicated below who you can contact.


Complaints in writing

Please send your complaint to us as follows:

Either by letter addressed as follows:

The Director of Business Operations

SI Network (UK & Ireland) Ltd, International House, 61 Mosley Street, Manchester, M2 3HZ, UK

or by email to him/her at [email protected]

Timescales for all First Stage complaints made in writing.

We will try to resolve the problem as quickly as possible.  If we cannot do this (for example, if we need to investigate further), we will acknowledge receipt of your complaint within the following timescale:

  • By email within 48 hours, if you contact us by email
  • By letter, within five working days if you contact us by letter


Our acknowledgement will inform you when we will next contact you with a proposed resolution or update. It will also inform you of the name of the person handling your complaint. That person will then investigate and deal with it and then respond to you with their definitive reply.

You should receive that definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.

Second stage

If you are not happy with the resolution of your complaint under the First Stage procedure outlined above, you can bring this to our attention as follows.

Please address a letter to:

The Chair

SI Network (UK & Ireland) Ltd

SI Network (UK & Ireland) Ltd, International House, 61 Mosley Street, Manchester, M2 3HZ, UK

Alternatively, please email the Chair at [email protected].

Please clearly set out the details of the complaint, explaining why you were not satisfied with our response under the First Stage and what you would like us to do to correct the situation.

The Business Operations Manager will send an acknowledgement within five working days and arrange for the Chair to investigate your complaint and respond with a definitive reply within a further ten working days.

Follow up

In order to improve the SI Network (UK & Ireland) Ltd and its services, we may wish to contact you within a month of your complaint being dealt with to check that you were satisfied with our resolution. Any information you give will only be used to improve the SI Network (UK & Ireland) Ltd and its services.