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Our commitment to delivering an excellent service
◆ Providing us with as much information as possible
when making a complaint so we can direct it to the
most appropriate colleague.
◆ Feeding back to us when you have a problem or are
unhappy with the service you have received, so we can
put it right.
helpus by
You can
Local Service Standards
www.bvt.org.uk Bournville Village Trust, Estate Office, Oak Tree Lane,
Bournville, Birmingham B30 1UB.
Managing
complaints58
887
01.0
8.11
58887_BVT_Managing_Complaints_4pp_v4.indd 1-2 05/09/2011 12:31
◆ Make it easy to make a complaint by
telephone, letter, email, online, via a
complaint form, in person or through
an advocate.
◆ Give you a named colleague who will
be dealing with the complaint and
to whom you should report any
subsequent concerns.
◆ Provide a tailored service for those who
are vulnerable or have speci� c needs.
◆ Resolve the issue in ten working days,
unless the issue is complex. In this case we
will agree with you a timescale and keep
you informed of progress at least every ten
working days.
◆ Apologise if we have got something
wrong.
◆ Clearly communicate what action we
have taken, and advise you of what
you can do if you are unhappy with the
decision we have made.
◆ Learn from our mistakes and
communicate to residents at least
quarterly on the improvements we
have made.
◆ Provide a means for claiming
compensation where we have
signi� cantly failed to deliver a service.
◆ Give you the opportunity to provide
feedback on the service you received.
promiseto you
Our
promisewe will
To meet this
We aim to provide an excellent service to all our customers; however, we do recognise there may be occasions where our services fall short of your aspirations and our own high standards. If we do get things wrong, we will put them right, learn from our mistakes and let you know what we have done to remedy the situation.
58887_BVT_Managing_Complaints_4pp_v4.indd 3-4 05/09/2011 12:31
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