Onyx views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person [or organisation] that has made the complaint.
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 Onyx knows what to do if a complaint is received
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired to gather information which helps us to improve what we do
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Onyx.
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate interest in Onyx Accountants.
A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use Onyx’s Discipline and Grievance policies.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Paresh Bodhani and Purdip Shoker. Review This policy is reviewed regularly and updated as required.
Publicised Contact Details for Complaints
Written complaints may be sent to Onyx at Complaints Dpt, Onyx House, Unit 12 Phoenix Business Park, Avenue close, Aston, Birmingham B7 4NU or by e-mail at firstname.lastname@example.org
Verbal complaints may be made by phone to 0330 049 1909 or in person to any of Onyx Accountants’ staff. 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 complainant’s name, address and telephone number
- Note down the relationship of the complainant to Onyx
- 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.
Whether or not the complaint has been resolved, the complaint information should be passed to Natalia ( to communicate with Paresh) within 2 working days. On receiving the complaint, Natalia 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. 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 acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. A copy of this complaints procedure should be attached. Ideally complainants should receive a definitive reply within 2 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, and any action taken as a result of the complaint.
Stage Two ( If the complainant feels that the problem has not been satisfactorily resolved)
They can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed Paresh and Purdip. The request for Board level review should be acknowledged within a week of receiving it. The acknowledgement should say who will deal with the case and when the complainant can expect a reply. Paresh and Purdip may investigate the facts of the case themselves or delegate a suitably senior person to do so. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage One. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond. The person who dealt with the original complaint at Stage One should be kept informed of what is happening. Ideally complainants should receive a definitive reply within two 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 upheld 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. The decision taken at this stage is final, unless the Board decides it is appropriate to seek external assistance with resolution.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify any trends which may indicate a need to take further action.