Complaints Policy

Our key aims are to:

Act quickly and efficiently to put things right if something goes wrong

Learn from customer complaints in order to improve our services where needed

Our Complaints Policy

At MIUS we pride ourselves on our high standard of customer care and will always strive to resolve any issues that arise as soon as possible.  We aim to achieve this wherever possible without the need for a formal complaint.  As a first step, the customer should talk to a member of staff in the appropriate department to reach an agreement informally.

Where we are unable to resolve problems informally, we will make it easy for the customer to make their complaint.  We want our customers to be confident that their complaint will be looked into properly.  We will record all relevant details of the customer and of their complaint so that we can deal with it efficiently, and will keep customers informed about who is dealing with their complaint and how.

What is a Complaint?

A complaint is when a customer of MIUS is unhappy with the way they have been treated, and believe that MIUS has done something wrong.  They expect MIUS to look into the matter and respond to them.  The customer may feel dissatisfied or they may also feel that they have suffered delay, inconvenience, loss or expense.

A complaint may be about:

The standard of service or information provided

The timeliness of a service

The way a decision has been made

The way a person has been treated, e.g. if they feel they have been treated unfairly or discourteously

There are some things that we will not treat as a complaint because there are other more appropriate ways to deal with them.  These might include:

A first request for service or information, because we should be given the opportunity to respond to the request

A difference of legal interpretation or matters subject to legal action as these can only be resolved through the legal system

Matters relating to the employment of MIUS staff, as employees have other ways to raise these

How will we deal with a Complaint

When MIUS has done something wrong, we will try and put things right as soon as possible.  We will also consider if and how we can improve things so that similar problems so not happen again.  If we do identify service improvements as a result of a customer complaint, we will include this as part of our response to the customer.

Informal Resolution

We will try and resolve things that go wrong as soon as possible, and give our customers an outcome they are satisfied with.  We aim to achieve this wherever possible without the need for a formal complaint.  So, as a first step the customer should talk to a member of staff in the appropriate department to try and reach an agreement informally.  When a concern is reported to a member of staff, they will ask for a clear explanation of it in order to understand the issue and the outcome that the customer is looking for.  If it is a simple, non-serious concern we will try to resolve it immediately or as quickly as possible.

If we belive that the matter is not a complaint, or is covered by a different policy we will advise the customer how best to take the matter forward.

Stage 1: Formal Complaint - Team/Service Manager Resolution

If the complaint cannot be resolved quickly at the point of contact with the customer, it will be treated as a formal complaint.

The member of staff receiving the complaint will ask the customer to provide all the relevant information about them and their complaint, so that we can deal with it quickly and efficiently.  This information will be recorded in line with our data protection policy.  The complaint will be passed to a team/service manager to be dealt with.

Within 3 working days of receiving the complaint we will send an acknowledgement to the customer.  This will give the name and contact details of the manager dealing with the complaint.  We will also give the date by which the customer can expect a response.  The team/service manager will look into the complaint, come to a decision on it, and where appropriate consider what we can do to put things right.

We aim to resolve formal complaints and respond to the customer in writing within 10 working days of receipt.  If there is a good reason why this is not going to be possible, we will inform the customer and agree a longer timescale.

Stage 2: Formal Complaint - Director Resolution

If a customer is not satisfied with the response they receive at Stage 1, they should contact the Operations Manager as soon as possible and ask for the complaint to be looked at again.  We aim to decide this within 10 working days of receiving the request.  Before we agree to this, we expect the customer to give clear reasons why this should be done - not just because they did not agree with the outcome of the Stage 1 complaint.

Where we agree to refer a compaint to Stage 2, it will be reviewed and looked into by a Director who has not previously been involved in the complaint. Within 3 working days of us agreeing to review it, we will send an acknowledgement to the customer. This will give the name and contact details of the Director dealing with the complaint and the date by which the customer can expect a response. The Director will review and investigate the complaint and come to a decision on it and where appropriate, consider what we can do to put things right.

We aim to resolve a complaint at Stage 2 within 25 working days of our agreeing to review it.  If there is good reason why this will not be possible we will contact them to inform them and agree a longer timescale.

As MIUS, our customers are very important to us and we are confident that we provide a high level of customer service at all times.  In line with this policy, we will always strive to seek an informal resolution to any issues that might arise and keep formal complaints to an absolute minimum.  We regularly request feedback from our customers to ensure that we are continuously improving the level of service to all our valued customers.

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