Any communication relating to a negative experience will always be treated with respect, and action will be taken where appropriate. If a customer provides feedback on a negative experience to their current point of contact, Reed will consider this to be an expression of dissatisfaction. A formal complaint is considered to be communication raised to someone other than the customer’s current point of contact regarding a negative experience that expresses a desire for further investigation, and therefore requires a formal response. This is separate to a general enquiry or request for help.
The Complaints Process
Complaints can be communicated verbally, in writing or sent electronically, and should be raised with the local office you have already had contact with in the first instance. The office will send an acknowledgment email within 24 hours and aim to resolve your query within 72 hours.
If it is not possible to resolve a complaint locally, then you are able to escalate the complaint to our Customer Experience team via our dedicated email: firstname.lastname@example.org.
Please note that clinical complaints must be raised with the local office as these follow a different process.
The Customer Experience Team are impartial arbitrators. The complainant can expect an acknowledgement email from the Customer Experience Team within 48 hours which will confirm that their complaint has been escalated. The complainant will receive regular updates on the progress of the complaint, and a response will be offered within ten working days. If the Customer Experience Team are unable to provide a satisfactory resolution to the original complaint, then the complainant will be directed to the relevant governing body (please see below) for further redress.
Impartial and Free advice regarding employment issues
Telephone: 0300 123 1100
Information Commissioners Office (ICO)
Complaints regarding Data Protection/ use of your personal data
Telephone: 0303 123 1113
Live chat: ico.org.uk/livechat
Should you have any questions, require any further information or have any feedback relating to this policy, then please contact us on email@example.com.