Complaints Procedure

Effective Date: 22nd December 2023

Introduction 

Heyda Ltd views complaints as valuable feedback to improve and evolve, and as an opportunity to rectify issues for the individuals or organisations involved.

Our Policy Involves:

• Establishing a fair and understandable complaints procedure for anyone wishing to lodge a complaint.
• Publicising our complaints procedure to ensure awareness of how to raise concerns.
• Ensuring all Heyda Ltd team members are trained to handle complaints effectively.
• Striving for fair and timely investigations of all complaints.
• Aiming to resolve complaints satisfactorily and mend relationships where feasible.
• Collecting data from complaints to enhance our services and operations.

Definition of a Complaint 

A complaint is any expression of dissatisfaction, justified or not, regarding any aspect of Heyda Ltd’s operations or activities.

Source of Complaints 

Complaints can originate from any individual, volunteer, or organisation with a legitimate interest in Heyda Ltd. This includes feedback received verbally, via phone, email, or in writing. This procedure does not cover internal staff grievances, which are addressed through Heyda Ltd’s internal policies.

Confidentiality 

Complaint information will be treated with sensitivity, only shared with those who need to know, and in compliance with relevant data protection laws.

Responsibility 

The ultimate responsibility for this policy and its implementation lies with Heyda Ltd’s Director.

Review 

This policy is regularly reviewed and updated as necessary.

Contact Details for Complaints 

Complaints can be sent to Heyda Ltd at 15 Jefferson Close, London W13 9XJ or via email at [email protected]. Verbal complaints may be made by phone to 07960869913 or in person to any Heyda Ltd staff member.

Receiving Complaints 

Complaints received by phone or in person should be recorded by the staff member who receives them, noting the complainant’s details, their relationship to Heyda Ltd, and the nature of the complaint. The complainant should be informed about our complaints procedure, including the next steps and expected time frame.

Resolving Complaints 

Stage One:

• Complaints are ideally resolved by the person responsible for the issue. If unresolved, the information is passed to the Director within five business days.
• The Director logs the complaint and assigns an appropriate person to investigate and resolve it.
• Complaints are acknowledged within five working days, with an expected timeframe for a definitive reply, ideally within a month.

Stage Two:

• If unresolved at Stage One, the complainant can request a review at Board level.
• The Board of Directors or a designated senior person investigates the complaint.
• A definitive reply is provided within a month, where possible.

Variation of Procedure 

The Board may alter the procedure if necessary, for instance, to prevent conflicts of interest.

Monitoring and Learning 

Complaints are analysed annually to identify trends and areas for improvement.