Complaints

eReports Complaints Process

Complaints are a valuable source of feedback and an important tool for business and staff development. eReports is committed to the continuous improvement of our services to deliver the best outcomes for all stakeholders.

eReports will always seek to resolve an issue or concern directly and as promptly as possible for the benefit of all parties involved. We encourage you to contact our friendly and professional team on 01235 645235 in the first instance to discuss any issues or concerns you may have.

What is a complaint?

For the purpose of this policy, eReports defines a complaint as “a generic term referring to the expression of dissatisfaction, orally or in writing, about the service or actions of eReports, associated practitioners or its staff.”

Lodging a complaint

Who can make a complaint?

Any member of the public covered by these procedures may lodge a complaint about the services, products, actions or decisions provided by the company (eReports UK).

All complaints will be treated in the strictest confidence.

How complaints can be made?

Complaints can be received either verbally or in writing. Wherever possible, complaints should be submitted in writing so that all aspects of the complaint can be accurately investigated. The complaint form provides an outline of the type of information that is required when lodging a complaint.

All written complaints should be addressed to the Chief Executive Officer and emailed to [email protected].

Verbal advice about making a complaint may be sought from eReports by calling 01235 645235.

In circumstances where the complainant cannot lodge their complaint in writing, the receiving officer will record all particulars of the complaint.

There are no charges to the complainant for complaints lodged with eReports.

As indicated in the eReports complaint form, verbal complaints should include, where possible:

  • the complainant’s name and contact details
  • full details of the events, dates and places concerning the complaint
  • the names of others who may have witnessed or have information about the complaint
  • any other evidence that supports the complaint
  • the desired outcome.

When creating a record of the complaint, the receiving officer should:

  • work through the complaint form with the complainant, listening carefully to document the complaint as dictated
  • provide further information about the complaint management process
  • have the complainant sign the complaint form (where possible) or acknowledge the complaint details
  • provide the complainant with a copy of the form
  • refer the record of complaint to the Chief Executive Officer.

Anonymous Complaints

While anonymous complaints are not encouraged, they are accepted. They may be lodged either in writing or accepted by an employee as an oral statement. Complainants are encouraged to provide as much information as possible which may be of assistance when investigating the complaint. It should, however, be noted that an anonymous complaint might be more difficult to investigate as, for example, further details of the circumstances relating to the complaint might be difficult to obtain.

Documentation

To download the eReports Complaints Submission Form, click here.