Complaints Policy

1. Introduction

At Site Safety Group Limited, we are committed to delivering high-quality safety training, consultancy, and resources. We value our clients and stakeholders and strive to meet their expectations in all our services. However, we acknowledge that there may be occasions when our services may not meet our high standards or our clients' expectations. In such instances, we encourage feedback and complaints, which allow us to address concerns and improve our services.

2. Purpose

The purpose of this Complaints Policy is to:

• Provide a clear and straightforward procedure for clients and stakeholders to complain.
• Ensure all complaints are handled fairly, efficiently, and effectively.
• Use complaints constructively in the planning and improvement of all services.
• Ensure that clients and stakeholders know our response to their complaints.

3. Scope

This policy covers complaints related to any aspect of Site Safety Group Limited's services, including but not limited to safety training, consultancy, and resource provision.

4. Making a Complaint

Complaints may be made in the following ways:

• Email: Directed to our designated complaints handling email address. complaints@sitesafety.org.uk
• Telephone: By calling our contact telephone number.
• In Writing: Addressed to our head office, marked for the attention of the Complaints Department.
• Management: Speaking directly with a member of the management team who will ensure you complaint is recorded and actioned.

We encourage complainants to provide as much detail as possible, including the nature of the complaint, any relevant dates, and preferred outcomes.

5. Complaints Handling Process

• Acknowledgment: All complaints will be acknowledged within 3 working days of receipt.
• Investigation: Complaints will be investigated thoroughly and impartially. The complainant may be contacted to provide further information or clarification.
• Resolution: We aim to resolve complaints within 15 working days of receipt. If the complaint is complex and requires more time, we will inform the complainant of the new timeline.
• Response: Complainants will receive a final response in writing, outlining the findings of the investigation, any actions taken, and suggestions for resolving the complaint.

6. Confidentiality

All complaints will be handled with the utmost confidentiality and in accordance with data protection laws. Information about the complaint will only be shared with those who need to know to conduct the investigation and resolve the issue.

7. Escalation

If the complainant is not satisfied with the resolution of their complaint, they can request an escalation. Senior management will then review the complaint for further consideration and action.

8. Monitoring and Learning

Complaints are monitored and used to improve our services. We regularly review our complaints handling process and make changes where necessary to ensure it is effective and meets the needs of our clients and stakeholders.

9. Approval

This Complaints Policy has been approved by the senior management of Site Safety Group Limited and is effective immediately. It will be reviewed annually and updated as necessary.