Complaints Policy

Our aim:

Mr Pickles is committed to providing a quality service for our customers and work in an open and accountable way that builds the 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 customers. We will respond positively to complaints and make sure we put mistakes right; after all, we want to learn from any mistakes and make sure it doesn’t happen again.

Therefore, we aim to ensure that:

  • making a complaint is as easy as possible.
  • 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.

We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:

  • resolve informal concerns quickly.
  • keep matters low-key.
  • enable mediation between the complainant and the individual to whom the complaint has been referred.

An informal approach is appropriate when it can be achieved. However if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Preamble

Definition: Mr Pickles defines a complaint as 'any expression of dissatisfaction (with Mr Pickles, with a member of staff that relates to Mr Pickles and that requires a formal response'.

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

Mr Pickles' responsibility will be to:

  • acknowledge the formal complaint in writing.
  • respond within a stated period.
  • deal reasonably and sensitively with the complaint.
  • act where appropriate.

A complainant's responsibility is to:

  • bring their complaint, in writing, to Mr Pickles attention normally within 8 weeks of the issue arising.
  • raise concerns promptly and directly with a member of the Pickles team
  • explain the problem as clearly and as fully as possible, including any action taken to date.
  • allow Mr Pickles a reasonable time to deal with the matter.
  • recognise that some circumstances may be beyond Mr Pickles’ control.

Responsibility for Action: All Staff at Mr Pickles.

Confidentiality: Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Mr Pickles 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 merit). Should this be the case, the situation will be explained to the complainant.

Formal Complaints Procedure

Stage 1

In the first instance, if you are unable to resolve the issue informally, you should write to Mr Pickles, so that we have a chance to put things right. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.

You can expect your complaint to be acknowledged within 10 working days of receipt. You should get a response and an explanation within 10 working days.

Our contact details can be found on our contact us page via our website www.hellomrpickles.com

Stage 2

If you are not satisfied with the initial response to the complaint, then you can write to Mr Pickles again asking for your complaint and the response to be reviewed. You can expect the Mr Pickles team to acknowledge your request within 10 working days of receipt and a response within 10 workings days.

Mr Pickles aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

Final Stage

If you are not satisfied with the subsequent reply from Mr Pickles, then you have the option of writing to trading standards, stating the reason why you are dissatisfied with the outcome.

Their contact details can be found below

Suffolk County Council,

8 Russell Road,

Ipswich

IP1 2BX