COMPLAINT POLICY

Complaint Policy

Purpose

We regard a complaint as an expression of dissatisfaction about our organisation, our staff, our partners, our contracted service providers or anyone else acting on our behalf. A complaint can be received verbally, by phone, by email or in writing.

Our Policy

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint To make sure everyone at Brompton Bike Hire Limited knows what to do if a complaint is received To make sure all complaints are investigated fairly and in a timely way To make sure that complaints are, wherever possible, resolved and that relationships are repaired To gather information which helps us to improve what we do All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Procedure

The person who receives an email/written/phone or in person complaint should:

Record the facts of the complaint.
Take the complainant’s name, address and telephone number
Note down the relationship of the complainant to Brompton Bike Hire Ltd
Tell the complainant that we have a complaints procedure
Tell the complainant what will happen next and how long it will take
Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words

Resolving Complaints

Stage One

The complaint will be formally acknowledged within 48 hours and will be logged to our customer feedback register within 2 working days. An acknowledgement will confirm who is dealing with the complaint and when the complainant can expect a reply. A copy of this complaints procedure will be attached. In many cases, a complaint is best resolved by the person responsible for the issue being complained about. The will normally be the Customer Care operative. If the complaint has been received by that person, they should try to do so if possible and appropriate.

If it has not been resolved within 10 working days, or the complainant requests it, the complaint will be escalated to Stage Two. Unless requested otherwise by the complainant, we normally ask the member of staff who dealt with the complainant to reply to the complaint to ensure a continuity of the communication.

Escalation Process

Stage Two

If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is escalated to the line manager of the Customer Care operator and/or the Head of Operations for Brompton Bike Hire Limited as deemed appropriate to ensure the best resolution for the complainant. The request for escalation will be acknowledged within 48 hours of receiving it. The acknowledgement will confirm who will deal with the case and when the complainant can expect a reply. If the complaint relates to a specific person, they will be informed and given a further opportunity to respond. Stage 2 complaints will receive a definitive reply within 10 working days. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given. The decision taken at this stage is final. If the complainant is still not satisfied with the outcome of the complaint, they can contact Product Partnerships Limited or the Financial Conduct Authority.

Continuous Improvement

Stage 3

We monitor and review the effectiveness of our complaints handling process to ensure that this continuously improves and learnings from complaints handling are carried through into the organisation. Overall responsibility for this policy and its implementation lies with the Head of Operations. Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

COMPLAINT POLICY