Complaint Handling Policy
We are committed to providing high-quality service and products to all our customers. When something goes wrong, we invite you to tell us about it. A complaint can be made via email, letter, or telephone call. BES Healthcare Ltd guarantees that making a complaint will not affect anyone’s statutory rights: in fact, we take this as an opportunity to improve on our service and products where they may be failing. The procedure is as follows:
- Complaint is logged via email, letter or telephone call
- A member of our team raises a Support Case and logs the complaint onto our ERP system and seeks more detailed information relating to the complaint
- The complaint is forwarded to the respective Manager and also the Quality Assurance Manager
- We acknowledge receipt to the complainant within one business day, where possible
- The respective Manager will contact the complainant and maintain communication throughout the resolution period. Should a meeting be required we will request the same at a time that suits the complainant
- A solution is offered and we ascertain that the complainant is satisfied
- If satisfied, the support case is closed and deemed resolved. If not satisfied, other solutions are offered or, where needed, the case is escalated to a Senior Manager who will also go through the above steps
- We aim to resolve and close all cases within 5 working days*
If an investigation determines that activities outside the company contributed to the complaint, relevant information is exchanged between the companies involved. In line with our quality management procedures, the Quality Assurance Manager will audit cases and implement follow up. Any customer complaint will be followed by corrective action, but should it not be, then the reason is authorised and recorded.
*This is subject to absence of conflicting circumstances such as awaiting receipt of defective product at our warehouse, employee involved being unavailable at the time etc.
Product or Service Complaint
Any goods or service related complaint is to be directed to our administrative team on:
BES Healthcare Ltd
131 South Liberty Lane
Bristol BS3 2SZ
info@beshealthcare.net
01179 666 761
Employee Complaint
Any employee related complaint is to be directed to our HR Manager on:
BES Healthcare Ltd
131 South Liberty Lane
Bristol BS3 2SZ
HR@beshealthcare.net
01179 666 761
This can also be directed to the individual’s supervisor/manager if known.
If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.
BHTA can be contacted at:
Office 404
Tower Bridge Business Centre
46-48 East Smithfield
London E1W 1AW
Tel: 020 7702 2141
info@bhta.com
www.bhta.com
Alternatively, you can approach Alternative Dispute Resolution provider ProMediate (UK) Limited but we will not participate if you do so, or please visit the EU’s online platform for dispute resolution at http://ec.europa.eu/consumers/odr/
