COMPLAINTS POLICY

Truffle Hospitality views complaints as an opportunity to learn and improve for the future, as well as the chance to put things right for the people who have made the complaint.

We encourage all of our staff to work with customers and try to find a resolution to any expressions of dissatisfactions without the need to us the formal complaints process.

In many cases we can resolve an issue very quickly - by putting the problem right straight away and to our customers satisfaction. We consider these types of cases as informal service issues.

However, when a customer is unhappy about the way that a service issue or request was handled, they should be referred to this policy.

OUR POLICY IS:

To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
To make sure everyone at Truffle Hospitality knows what to do if a complaint is received.
To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
To gather information which helps us improve what we do.

WHAT IS A COMPLAINT?

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Truffle Hospitality. A complaint can be received verbally, by phone, by writing or by email.

CONFIDENTIALITY

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

PUBLICISED CONTACT DETAILS FOR COMPLAINTS

Complaints and/or comments regarding the quality of Truffle Hospitality service can be made to info@trufflehospitality.co.uk.

RECEIVING COMPLAINTS

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have.

Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

Write down the facts of the complaint.
Take the complainants name, address and telephone number.
Note down the relationship of the complainant to Truffle Hospitality (eg client, supplier, candidate).
Tell the complainant 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 complainants own words.

RESOLVING COMPLAINTS

In many cases, a complaint is best resolved by the person responsible for the issue being complained about. If the complaint has been received by that person, they may be able to resolve it swiftly and should do so if possible and appropriate.

Whether or not the complaint has been resolved, the complaint information should be passed to company admin within one week.

On receiving the complaint, admin records it in the complaints log. If it has not already been resolved, they delegate an appropriate person to investigate it and take appropriate action.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a week. The acknowledgment should say who is dealing with the complaint and when the person complaining can expect a reply.

Ideally complaints should receive a definitive reply within four weeks. If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

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, any action taken as a result of the complaint where appropriate.

QUERIES, AMENDMENTS AND REVIEW

Any queries should be addressed to the Human Resources department of Truffle Hospitality. Any amendments will be notified by revision of this document. This policy will be reviewed periodically.