Policy Statement
Compliments
All Compliments will be copied to the relevant member of staff, their line manager and also the Quality Manager for information. All compliments will be recorded as part of the Executive Weekly Briefing.
Comments
Any comments received from customers will be copied to the relevant team manager for consideration and any action where appropriate. A letter of thanks will be raised by the manager thanking the customer for their comments. The Quality Manager should receive a copy for information.
Complaints
1 If a customer is not satisfied with the level of service they receive, they can let us know by contacting us by telephone to the customer care team 0800 073 4444 ext 834567, e-mail customercare@vtplc.com, Fax 01372 834000, or letter addressed to the Quality Manager, VT Four S.
2 Once a complaint is received it will be assigned a unique reference number by the Quality Manager and logged on the complaints database. This reference number will be used in all following communications.
3 An acknowledgement will be sent to the customer within 2 working days following the receipt of a complaint. The response will explain that we will deal with the complaint fairly, confidentially and effectively, that we will aim to resolve the complaint within 5 days and that we will keep the complainant updated on progress being made.
4 Once the outcome has been determined then a written response will be prepared from either the Quality Manager or the relevant Team Leader. A copy of the response letter will be held on a central file maintained by the Quality Manager. If a 5 working day resolution is not viable the Quality Manager will provide a progress report to the customer and give an indicative reply date.
5 The Quality Manager will provide statistical information on a weekly basis to the Executive Team at VT Four S. This information will include an analysis of the complaints data and recommendations for action
