Compliments and Complaints
Policy and Procedure
1. Our Aim
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ESG Corporate Community
Interest Company (trading as ESG Gaming) is committed to providing a quality
service and working in an open and accountable way that builds trust and
respect. One of the ways in which we can continue to improve our service is by
listening and responding to the views of our clients and stakeholders, and in
particular by responding positively to complaints, and by putting mistakes
Therefore we aim to ensure
• making a compliment or complaint is as
easy as possible
• we welcome compliments, feedback and
• we treat a complaint as a clear expression
of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and,
when appropriate, confidentially
• we respond in the right way - for example,
with an explanation, or an apology where we have got things wrong, or
information on any action taken etc.
• we learn from complaints, use them to
improve our service, and review annually our complaints policy and
This policy ensures that we
welcome compliments and provide guidelines for dealing with complaints from
members of the public about our services, employees and volunteers.
A compliment is an expression of satisfaction about the
standard of service we provide.
A complaint is defined as any
expression of dissatisfaction, however, it is expressed.
This would include
complaints expressed face to face, via a phone call, in writing, via email or
any other method. All staff should have sufficient knowledge to be able to
identify an “expression of dissatisfaction” even when the word “complain” or
“complaint” is not used.
We are always glad to hear from people who are satisfied
with the services we offer. All
compliments are recorded, acknowledged, and a copy is sent to the relevant
manager to provide feedback to the member of staff.
The formal complaints procedure is intended to ensure that
all complaints are handled fairly, consistently and wherever possible resolved
to the complainant's satisfaction.
ESG Gaming responsibility will be to:
• acknowledge the formal complaint in
• respond within a stated period of time;
• deal reasonably and sensitively with the
• take action where appropriate.
A complainant's responsibility is to:
• bring their complaint, in writing
(email@example.com), to the Chair’s (Lee Willows) attention normally
within eight weeks of the issue arising;
• If the complaint is about the Chair,
please write to firstname.lastname@example.org and a member of our support team will pass your email to our Non-Executive
• raise concerns promptly and directly;
• explain the problem as clearly and as
fully as possible, including any action taken to date;
• allow ESG Gaming a reasonable time to deal
with the matter, and
• recognise that some circumstances may be
beyond ESG Gaming’s control.
Except in exceptional circumstances, every attempt will be
made to ensure that both the complainant and ESG Gaming maintain
confidentiality. However the circumstances giving rise to the complaint may be
such that it may not be possible to maintain confidentiality (with each
complaint judged on its own facts). Should this be the case, the situation will
be explained to the complainant.
7. Complaints Procedure:
Written records must be made by ESG Gaming at each stage of
In the first instance, the Chair or NEDs (if the complaint
is about the Chair) must establish the seriousness of the complaint. An
informal approach is appropriate when it can be achieved. But if concerns
cannot be satisfactorily resolved informally, then the formal complaints
procedure should be followed.
If the complaint cannot be resolved informally, the member
of the public should be advised that a formal complaint may be made and the
following procedure should be explained to them.
formal complaint must be made in writing, using the form as below.
b) In all
cases, the complaint must be passed on to Chair. In the event of a complaint
about the Chair the complaint should be passed to the NEDs.
c) The Chair
or NEDs depending on the nature of the complaint, must acknowledge the
complaint in writing within one week of receiving it.
d) One of
the above will investigate the complaint. Any conclusions reached should be
discussed with the staff member or member of public involved.
person making the complaint will receive a response based on the investigation
within four weeks of the complaint being received. If this is not possible then
a letter must be sent explaining why.
Please click the button below to download a Word compatible version of this document that included our complaints forms for you to fill in and send back to us via email should you need to.