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Complaint Procedure
It is Clares Office Supplies policy to handle complaints as part of the overall strategy to satisfy the needs of customers using our services. Any expression of dissatisfaction will be treated as a complaint and dealt with accordingly.
1. Complaints will be handled:
- Confidentially
- Fairly
- Promptly
2. Staff will endeavour to:
- Be courteous to the complainant
- Respond positively
- Offer constructive solutions
3. Formal written complaints will be:
- Recorded
- Acknowledged within 7 days
- Notified to Senior Management
4. The complaints procedure will be:
- Publicly displayed
- Monitored regularly
- Reviewed and evaluated periodically
Our Complaint Strategy
Any person dissatisfied with Clares services will be encouraged to make this fact known at the point and time of their dissatisfaction to the persons directly involved. The first person to be advised of the complaint will, if appropriate, endeavour to resolve the difficulty, ensuring that Clares Office Supplies policy and procedures are followed. If it is not appropriate for the member of staff to deal with the complaint, it will be referred as soon as possible to a Manager. Normally, the sequence of activities to be followed will be:
- Complaint received.
- Entry created on CRM system and case log reference assigned.
- Complaint acknowledged.
- If necessary complaint cascaded to a manager.
- Facts ascertained and recorded within case log.
- Explanations/remedy proposed and recorded.
- Complainant kept informed.
- Outcome recorded in cases logged
- Case closed and reviewed by Quality Manager
* All formal complaints must be recorded in the complaints log and a complaint report completed by the member(s) of staff dealing with the complaint.