Feedback: Complaints, Comments & Compliments.
If you wish to offer feedback or make a complaint on any element of our organisation or service, we would like to hear from you. Feedback shall be treated in confidence unless you say otherwise. Feedback also includes abuse complaints for any of the services we operate on behalf of our customers. Feedback encourages us to improve and helps to identify good practice; there are 2 processes, informal and formal.
Informal feedback is 'conversational' and may be handled by the member of the team you are working with, they will have the ability to escalate this and share internally. Formal complaints follow a standard procedure and are handled by a manager, who shall respond within 4 working hours and deal with them sensitively and thoroughly. If for any reason you are not happy with the response given, please contact a Director, who shall respond the following working day and deal with your complaint.
We shall listen to your complaint and investigate. Where we have made a mistake, we shall admit it, apologise and take action to stop it from re-occuring. Similarly, If we conclude that we have not made a mistake, we shall explain our reasons. If you are still not happy, we will tell you how you can take the complaint further.
The Directors, SYTEC, 26 Parkers Close, Salisbury, SP5 3RB, UK