Complaints Policy

Secure Horizon recognises the importance of addressing all customer complaints which may arise.
It is our declared policy to address all complaints within the shortest possible timeframe.
Wherever possible, the company aims to:

Provide a fair procedure which is clear and easy to use for anyone wishing to make a complaint
Ensure everyone at Secure Horizon knows the process if a complaint is received
Ensure all complaints are investigated fairly and in a timely way
Ensure that we have done our utmost to resolve to the satisfaction of the complainant
Explain why there may be no further action necessary
Ensure that if we need to take further action/rectification, this is done at the earliest possible opportunity
Gather any information which may be used to make the same incident less likely going forward

The company will foster awareness and understanding of our Complaints Policy and procedures in all employees, suppliers, customers, subcontractors and other stakeholders.

Types of Complaints

We would anticipate that complaints or issues would fall into one or more of the following
categories:

Parts/Products failure
Workmanship
Issue relating to service level agreement
Something perceived to be improper (behaviour or conduct)

Receiving Complaints

Complaints may come from any individual service-user or a contractual client.
Complaints may be received through different channels – can be written or verbal.
Written Complaints can be via post, email or social media.
In all cases complaints must be recorded.

Confirm and record the details of the complaint
Take the complainant’s name, address and telephone number
Make note of the scheme or contract that the complaint relates to
Inform the complainant that we have a complaints procedure
Explain to 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

Resolution (Complaint or Issue relating to parts failure or workmanship)

If possible, our Administrators will resolve the issue over the telephone. If this is not possible then we have an escalation procedure which is as follows:

Administrator answers the call and resolves the issue on the phone which may involve arranging a re-visit.
Administrator may escalate the issue to the Operations Manager
Operations Manager decides that an urgent re-visit is necessary due to parts failure and the nearest available Engineer is assigned.
Operations Manager decides that a non-urgent re-visit is necessary which is booked into the schedule.
The Engineer/Operative who carried out original work will be consulted if necessary.
Resolutions are achieved in line with statutory consumer rights

Resolution (Complaint or Issue relating to Service Level Agreement)

Administrator answers the call and escalates the issue to the Client Manager
Client Manager decides if a re-visit would resolve the matter and if so, this is booked into the schedule.
Client Manager looks at the matter and decides if rectification requires a management meeting to address processes and procedures.
A Management meeting is arranged to look at why the issue occurred
Steps are taken to minimise the possibility of re-occurrence.
Report is presented to Commissioning Authority to explain how the issue occurred and what steps will be taken to minimise re-occurrence.
The Engineer/Operative who carried out original work and relevant Administration staff will be consulted if necessary.

Resolution (Complaint or Issue relating to something perceived to be improper behaviour or conduct)

Administrator answers the call and escalates the issue to the Operations Manager
Operations Manager looks at severity of the issue and decides if resolution can be achieved by contacting the complainant.
Operations Manager looks at severity of the issue and decides if the matter needs to be escalated to a Management Team Consultation
The Engineer or Administrator concerned will be consulted.
The complainant is updated regarding progress and resolution timeframe.
A decision is reached regarding any disciplinary procedure which may be taken
The complainant is informed of outcome and may be offered appropriate rectification or compensation as decided by management
Commissioning Authority is kept informed throughout the process and a report will be sent.

Confidentiality

We will not disclose the complainant’s identity without their consent unless there are legal reasons that require us to do so.

Investigation of Complaints/Issues

Secure Horizon Management will respond to complaints/issues as quickly as possible. It should be noted that addressing concerns is not the same as either accepting or rejecting them.

In order to be fair to all employees, including those who may be wrongly or mistakenly accused, initial enquiries will be made to decide whether an investigation is appropriate and, if so, what form it should take.

The investigation may need to be carried out under terms of strict confidentiality, i.e. by not informing the subject of the complaint until (or if) it becomes necessary to do so. In certain cases, however, such as allegations of ill treatment of others, suspension from work may have to be considered immediately. Protection of others is paramount in all cases.

Timelines

The member of management staff investigating will communicate progress/findings with the
person raising complaint/concern. Our aim is to do this within the following timelines:

Acknowledging that the complaint/concern has been received – same day
Indicating how the Company proposes to deal with the matter – within 2 working days
Indicating whether further action will be taken and if not, why not – within 5 working days