Total Solutions Management Ltd views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of the work that we do at Total Solutions Management Ltd.
Complaints may come from any individual or organisation who has a legitimate interest in Total Solutions Management Ltd. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should refer to Total Solutions Management Ltd’s internal policy on such matters.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with the Directors of Total Solutions Management Ltd.
This policy is reviewed regularly and updated as required.
Publicised Contact Details for Complaints:
Written complaints may be sent to Total Solutions Management Ltd at 82a High Street, Ware, Hertfordshire, SG12 9AT or by e-mail at enquiries@totalsolutionsmanagement.com. Verbal complaints may be made by phone to +44 (0) 845 625 6251.
The person who receives a phone or email complaint should:
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate. Whether or not the complaint has been resolved, the complaint information should be passed to the Total Solutions Management Ltd Director within five business days.
On receiving the complaint, the Director records it in the complaints Logbook. If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged by the person handling the complaint within five working days. The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaint’s procedure should be attached. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
Stage Two
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed at Director level.
At this stage, the complaint will be passed to the Directors. The request for Director level review should be acknowledged within five working days of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply.
The Directors may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. Ideally complainants should receive a definitive reply within a month. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint. The decision taken at this stage is final, unless the Directors decides it is appropriate to seek external assistance with resolution.
External Stage
The complainant can complain to the Ombudsman Services.
If Total Solutions Management Ltd can’t agree on a way forward or the complainant is unhappy with our final response, they can contact the Energy Ombudsman. This is a free and impartial service for consumers.
If your complaint has taken longer than 8 weeks to resolve and you’re not happy with the progress you can also contact the Ombudsman.
Website - www.ombudsman-services.org
Phone - 0330 440 1624 (Monday to Friday, 8am to 8pm and Saturdays, 9am to 1pm)
Post - Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF
Email - enquiry@ombudsman-services.org
The Directors may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about a Director should not also have the Director involved as a person leading a Stage Two review.
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.
