ESG Gaming 
Compliments and Complaints Policy and Procedure

1. Our Aim 
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 right. 

Therefore we aim to ensure that:
• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback and suggestions
• 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 procedures

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.   

2. Definitions 
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. 

3. Purpose 
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. 

4. Complaints 
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction. 

5. Responsibilities  
ESG Gaming responsibility will be to:
• acknowledge the formal complaint in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant's responsibility is to:
• bring their complaint, in writing (lee@esggaming.org), 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 hello@esggaming.org and a member of our support team will pass your email to our Non-Executive Director team;
• 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.

6. Confidentiality:  
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 the procedure. 

Stage 1 
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. 

Stage 2 
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. 
a) A 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. 
e) The 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. 

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