Written complaints may be sent to us at Valley Road Swanage Dorset BH19 3DX.
or by email to: Info@smgswanage.co.uk

Verbal complaints may be made by phone or in person to Mr Graham Lambert our Managing Director. In all cases a written traceable record is maintained.

Receiving Complaints
Complaints received by telephone or in person need to be recorded.
The person who receives a phone complaint or in person complaint should:

• write down the facts of the complaint
• take the complainants name, address and telephone number
• tell the complainant that we have a complaints procedure
• tell 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.

Resolving Complaints
On receiving the complaint, the administration manager records it in the complaints log.
If it has not already been resolved, they delegate an appropriate person to investigate it and to take appropriate action. Complaints should be acknowledged within 3 working days, and ideally, complainants should receive a definitive reply within 2 weeks. If this is not possible because an investigation has not been fully completed, a progress report should be sent.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Variation of the Complaints Procedure
The company may vary the procedure for good reason. This may be necessary to avoid a conflict of interest if the complaint is about the admin manager who would normally investigate complaints.

Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action