Compliments & Complaints Policy & Procedure

Our Aim

Heaven Sent Solutions and Heaven Sent Debt Recovery Services are 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 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 if we have got things wrong, and/or information on any action taken etc.

  • we learn from complaints, use them to improve our service, and review bi-annually our complaints policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly and we aim to:

  • resolve informal concerns quickly

  • keep matters professional

  • enable mediation between the complainant and the individual to whom the complaint has been referred

 

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from clients or members of the public about our services, any staff or associates that we may collaborate with from time to time..

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.

Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and communicated among the team. You can communicate with us via email: Hello@HeavenSentSolutions.co.uk or complete our Feedback Form https://forms.gle/yK5TzpeRGxmKkAf47

Complaints

The formal complaints procedure is intended to be used when informal discussions have been unsuccessful in rectifying the situation.  We endeavour to handle all complaints fairly, consistently, and wherever possible resolved to the complainant's satisfaction.

Responsibilities under our formal complaint’s procedure

 Heaven Sent Solutions and Heaven Sent Debt Recovery Services’s 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, to Heaven Sent Solutions or Heaven Sent Debt Recovery Services’ attention normally within 2 weeks of the issue arising;

  • raise concerns promptly and directly with a member of the team here.

  • explain the problem as clearly and as fully as possible.

  • allow us a reasonable time to deal with the matter, and

  • recognise that some circumstances may be beyond our control.

 

Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Heaven Sent Solutions and Heaven Sent Debt Recovery Services 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.

Complaints Procedure:

Written records will be made by both Heaven Sent Solutions and Heaven Sent Debt Recovery Services at each stage of the procedure.

Stage 1

In the first instance, we will 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

A formal complaint can be made either verbally or in writing or by completing this form: https://forms.gle/yK5TzpeRGxmKkAf47. Please provide as much information as possible. If verbally, a statement will be taken by the team and a copy of what was said provided to the complainant.

a)    In all cases, the complaint must be passed on to Helen Heathfield-White. In the event of a complaint about Helen Heathfield-White.  The complainant is entitled to seek advice via the Citizens Advice or seek independent legal advice.

b)    Depending on the nature of the complaint, must acknowledge the complaint in writing within one week of receiving it.

c)    An investigation will be carried out and a review of any processes.  Any conclusions reached will be discussed internally and an outcome communicated in writing to the complainant.

d)    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.

Policy Adopted on 1st January 2023

Policy reviewed and updated  on 1st July 2024

Changes signed off by Helen Heathfield-White – Director/Owner of Heaven Sent Solutions and Heaven Sent Debt Recovery Services.