1 Our Aim at MGM Utility Brokers is committed to providing a quality service and working<\/p>\n\n\n\n
in an open and accountable way that builds trust and respect. One of the ways in<\/p>\n\n\n\n
which we can continue to improve our service is by listening and responding to the<\/p>\n\n\n\n
views of our clients and stakeholders, and by responding positively to<\/p>\n\n\n\n
complaints, and by putting mistakes right.<\/p>\n\n\n\n
\u200b<\/p>\n\n\n\n
Therefore, we aim to ensure that:<\/p>\n\n\n\n
\u2022 making a compliment or complaint is as easy as possible<\/p>\n\n\n\n
\u2022 we welcome compliments, feedback, and suggestions<\/p>\n\n\n\n
\u2022 we treat a complaint as a clear expression of dissatisfaction with our service<\/p>\n\n\n\n
which calls for an immediate response<\/p>\n\n\n\n
\u2022 we deal with it promptly, politely and, when appropriate, confidentially<\/p>\n\n\n\n
\u2022 we respond in the right way – for example, with an explanation, or an apology<\/p>\n\n\n\n
where we have got things wrong, or information on any action taken etc.<\/p>\n\n\n\n
\u2022 we learn from complaints, use them to improve our service, and review<\/p>\n\n\n\n
annually our complaints policy and procedures<\/p>\n\n\n\n
We recognise that many concerns will be raised informally and dealt with quickly.<\/p>\n\n\n\n
\u200b<\/p>\n\n\n\n
Our aims are to:<\/p>\n\n\n\n
\u200b<\/p>\n\n\n\n
\u2022 resolve informal concerns quickly<\/p>\n\n\n\n
\u2022 keep matters low-key<\/p>\n\n\n\n
\u2022 enable mediation between the complainant and the individual to whom the<\/p>\n\n\n\n
complaint has been referred<\/p>\n\n\n\n
This policy ensures that we welcome compliments and provide guidelines for dealing<\/p>\n\n\n\n
with complaints from members of the public about our services, facilities, staff and<\/p>\n\n\n\n
volunteers.<\/p>\n\n\n\n
2. Definitions<\/p>\n\n\n\n
A compliment is an expression of satisfaction about the standard of service we<\/p>\n\n\n\n
provide. Date policy adopted 11th<\/sup> Aug 2022 Date policy last adopted 11th<\/sup> Aug 2022<\/p>\n\n\n\n A complaint is defined as any expression of dissatisfaction..<\/p>\n\n\n\n This would include complaints expressed face to face, via a phone call, in writing, via<\/p>\n\n\n\n email or any other method. All staff should have sufficient knowledge to be able to<\/p>\n\n\n\n identify an \u201cexpression of dissatisfaction\u201d even when the word \u201ccomplains\u201d or<\/p>\n\n\n\n \u201ccomplaint\u201d is not used.<\/p>\n\n\n\n 3. Purpose<\/p>\n\n\n\n We are always glad to hear from people who are satisfied with the services we offer.<\/p>\n\n\n\n All compliments are recorded, acknowledged, and a copy is sent to the relevant<\/p>\n\n\n\n service manager to provide feedback to the member of staff or service.<\/p>\n\n\n\n 4. Complaints<\/p>\n\n\n\n The formal complaints procedure is intended to ensure that all complaints are<\/p>\n\n\n\n handled fairly, consistently, and wherever possible resolved to the complainant’s<\/p>\n\n\n\n satisfaction.<\/p>\n\n\n\n 5. Responsibilities<\/p>\n\n\n\n MGM Utility Broker responsibility will be to:<\/p>\n\n\n\n \u2022 acknowledge the formal complaint in writing.<\/p>\n\n\n\n \u2022 respond within a stated period of time.<\/p>\n\n\n\n \u2022 deal reasonably and sensitively with the complaint; and<\/p>\n\n\n\n \u2022 act where appropriate.<\/p>\n\n\n\n A complainant’s responsibility is to:<\/p>\n\n\n\n \u2022 bring their complaint, in writing, to MGM Utility Broker attention<\/p>\n\n\n\n within 8 weeks of the issue arising.<\/p>\n\n\n\n \u2022 raise concerns promptly and directly with a member of staff in MGM Utility Broker<\/p>\n\n\n\n \u2022 explain the problem as clearly and as fully as possible, including any action<\/p>\n\n\n\n taken to date.<\/p>\n\n\n\n \u2022 Allow MGM Utility Broker a reasonable time to deal with the matter,<\/p>\n\n\n\n and<\/p>\n\n\n\n \u2022 recognise that some circumstances may be beyond MGM Utility Broker control.<\/p>\n\n\n\n Date policy adopted: 11th<\/sup> August 2022: Date policy last reviewed: 11th August 2022 <\/p>\n\n\n\n 6. Confidentiality:<\/p>\n\n\n\n Except in exceptional circumstances, every attempt will be made to ensure that both<\/p>\n\n\n\n the complainant and MGM Utility broker maintain confidentiality. However<\/p>\n\n\n\n the circumstances giving rise to the complaint may be such that it may not be<\/p>\n\n\n\n possible to maintain confidentiality (with each complaint judged on its own facts).<\/p>\n\n\n\n Should this be the case, the situation will be explained to the complainant.<\/p>\n\n\n\n 7. Complaints Procedure:<\/p>\n\n\n\n Written records must be made by MGM Utility broker at each stage of the<\/p>\n\n\n\n procedure.<\/p>\n\n\n\n Stage 1<\/p>\n\n\n\n In the first instance, staff member(s) must establish the seriousness of the complaint.<\/p>\n\n\n\n An informal approach is appropriate when it can be achieved. But if concerns cannot<\/p>\n\n\n\n be satisfactorily resolved informally, then the formal complaints procedure should be<\/p>\n\n\n\n followed.<\/p>\n\n\n\n \u200b<\/p>\n\n\n\n Stage 2<\/p>\n\n\n\n If the complaint cannot be resolved informally, the member of the public should be<\/p>\n\n\n\n advised that a formal complaint may be made, and the following procedure should be<\/p>\n\n\n\n explained to them. It may sometimes be appropriate for a different member of staff,<\/p>\n\n\n\n preferably a member of the Management Team, to make this explanation.<\/p>\n\n\n\n a) A formal complaint can be made either verbally or in writing. If in writing the<\/p>\n\n\n\n attached form should be used. If verbally, a statement should be taken by a<\/p>\n\n\n\n member of the Management Team, staff member or a supervisor.<\/p>\n\n\n\n b) In all cases, the complaint must be passed on to Customer Services Team. In the<\/p>\n\n\n\n event of a complaint about the Customer Service Team the complaint should be<\/p>\n\n\n\n passed to the Leadership Team, and if the complaint is about the<\/p>\n\n\n\n Leadership team this must be passed on to the Owner.<\/p>\n\n\n\n c) The Customer Service team or Leadership team, depending on the<\/p>\n\n\n\n nature of the complaint, must acknowledge the complaint in writing within one<\/p>\n\n\n\n week of receiving it.<\/p>\n\n\n\n d) One of the above will investigate the complaint. Any conclusions reached<\/p>\n\n\n\n should be discussed with the staff member involved and their Line Manager.<\/p>\n\n\n\n e) The person making the complaint will receive a response based on the<\/p>\n\n\n\n investigation within four weeks of the complaint being received. If this is not<\/p>\n\n\n\n possible then a letter must be sent explaining why.<\/p>\n\n\n\n \u200b(f) The Deadlock letter will conclude after 8 weeks before escalating to the Ombusman<\/p>\n\n\n\n Stage 3<\/p>\n\n\n\n [Date policy adopted: [Date policy last 11th August 2022 reviewed: 11th<\/sup> August 2022<\/p>\n\n\n\n b) The sub-group will examine the complaint and may wish to carry out further<\/p>\n\n\n\n interviews, examine files \/ notes. They will respond within four weeks in<\/p>\n\n\n\n writing. Their decision will be final.<\/p>\n\n\n\n [Date policy adopted: 11th<\/sup> August Date policy last reviewed: 11th<\/sup> August 2022 <\/p>\n\n\n\n All complaints should be sent to mgmutilitybroker@gmail.com<\/a>, registered office at 12 Millpark Road Ellon AB41 9FL 07703100169<\/p>\n\n\n\n The Ombusman will be totally impartial in any decision made.<\/p>\n\n\n\n Ombudsman Services: Energy,<\/p>\n\n\n\n Post P.O. Box 966, Warrington, WA4 9DF<\/p>\n\n\n\n Phone: 0330 440 1624<\/p>\n\n\n\n\n