Compliments and Complaints Policy and Procedure

Our Aim

Wildscape Deer Management is committed to delivering exceptional service and operating in a transparent, accountable manner that fosters trust and respect. We believe in improving our service by valuing the feedback from our clients, especially when addressing complaints and rectifying any errors. Our goals are to:

• Make the process of complimenting or complaining straightforward.
• Encourage and appreciate positive feedback and suggestions.
• View a complaint as an urgent signal of dissatisfaction that demands immediate action.
• Address complaints efficiently, courteously, and confidentially where appropriate.
• Respond appropriately, for example with an explanation, an apology for any mistakes, or by informing about any corrective actions taken.
• Utilise complaints to enhance our service, and to annually review and update our complaints handling policy and procedures. 

We understand that some concerns will be raised informally and can be resolved quickly. Our intentions with informal concerns are to:

• Address them swiftly.
• Keep the matters discreet.
• Facilitate mediation between the complainant and the involved party when needed.

This policy is designed to show that we welcome compliments and to outline how complaints about our services, facilities, staff, or volunteers will be addressed.

Definitions 

• A compliment is a positive remark about the standard of service we provide.
• A complaint is any expression of dissatisfaction, regardless of how it's communicated.

Purpose 

Welcoming positive feedback is essential to us. All compliments will be documented, acknowledged, and relayed to the respective service manager and staff involved. 

Complaints

Our formal complaints procedure is in place to ensure all complaints are treated with fairness and consistency, and to resolve them to the satisfaction of the complainant wherever possible.

Responsibilities

Wildscape Deer Management's responsibilities include:

• Acknowledging formal complaints in writing.
• Responding within a specified timeframe.
• Addressing the complaint reasonably and sensitively.
• Implementing appropriate action when necessary.

The complainant's responsibilities involve:

• Bringing the complaint to our attention in writing within 8 weeks of the incident.
• Raising issues promptly and directly with a staff member.
• Providing a clear and comprehensive account of the complaint, including any actions taken thus far.
• Allowing Wildscape Deer Management a reasonable timeframe to address the matter.
• Understanding that some situations may be outside the control of Wildscape Deer Management. 

Confidentiality

We aim to maintain confidentiality except in extraordinary circumstances where it may not be feasible. Each complaint will be evaluated on its merits, and any necessary deviation from confidentiality will be explained to the complainant. 

Complaints Procedure

Wildscape Deer Management will keep written records at each step of the procedure.

Stage 1

The initial response to a complaint will assess its gravity. An informal approach is preferred where possible. If the matter cannot be resolved informally, the formal procedure will be followed.

Stage 2

If informal resolution is unattainable, the complainant will be directed to our formal process.

1. Formal complaints can be made verbally or in writing. If verbal, a written record will be made.
2. All complaints must be forwarded to the designated responsible person.
3. An acknowledgment will be sent within one week.
4. An investigation will be conducted, and the complainant will receive a response within four weeks. If a delay is inevitable, we will inform the complainant.

Stage 3

If dissatisfaction persists after the initial response: 

1. A designated third party will review the complaint.
2. They will examine all aspects of the complaint and issue a final written response within four weeks.