Section 1 – Policy Statement 

Do It Like A Mother Ltd   aims to provide its members, organisations and individuals with the best possible service. We positively welcome suggestions you may have for how we can improve our service.

 

Do It Like A Mother Ltd 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 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

Section 2 – Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Do It Like A Mother Ltd’s work – encompassing classes, goods, facilitation and consultancy.

 

Complaints may come from any individual, volunteer or organisation who has a legitimate interest in  Do It Like A Mother Ltd, including the general public, if something is perceived to be improper. A complaint can be received verbally, by phone, by email or in writing.

 

 

Section 3 – Confidentiality

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 the Director of Do It Like A Mother Ltd.

 

 

Section 4 – Procedure

Complaints should be made to the class teacher if during a class or Director of Do It Like A Mother Ltd if relating to any other service or product if relevant who, in the first instance, will try to resolve the issue informally.

 

If the issue is serious, or the complainant is not satisfied with Class teacher or Directors response, a formal complaint should be made.

 

Section 5 – Making a formal complaint

Formal complaints should be submitted in writing to hello@doitlikeamother.co.uk

All complaints will be logged. Complainants will receive a written acknowledgement within five working days. The acknowledgement will say who is dealing with the complaint and when the complainant can expect a reply. A copy of  Do It Like A Mother Ltd’s complaint’s procedure will be attached to the acknowledgement.

 

The aim of  Do It Like A Mother Ltd’s complaints process is to ensure that complaints are investigated properly and responded to within ten working days. The response should outline how the problem will be addressed.

 

If it is not possible to respond to a complaint within ten working days, for example, due to an investigation not being completed, then a progress report should be sent to the complainant, which includes an indication of full response timescales.

 

 

Section 6 – Resolving complaint

All complaints are reviewed with the aim of identifying opportunities for improvement within the organisation and delivering customer satisfaction through the complaints process. If the nature of a complaint means that it is not possible to investigate and/or resolve through internal investigation, then an independent Complaint Consultant will be commissioned to investigate and respond to the complainant.

 

If the complaint relates to a specific person or organisation that  Do It Like A Mother Ltd partners with, they will be informed and given a fair opportunity to respond.

 

All complaints will be investigated by the  Do It Like A Mother Ltd Class teacher, Director or an Independent Complaint Consultant. Where appropriate,  Do It Like A Mother Ltd will respond to the complainant in writing, and agree any further action necessary to rectify and/or improve the cause of the complaint in conjunction with them.

 

Whether the complaint is deemed by  Do It Like A Mother Ltd to be 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.

 

All formal complaints and their response will be recorded and filed in a secure place.

 

 

Section 7 – Compliments

Customers are also encouraged to share their positive feedback with  Do It Like A Mother Ltd

This helps our organisation to ensure our customers, clients and partners are happy with the service provided and know the areas of the service where there are particular strengths.

 

Compliments should be sent to hello@doitlikeamother.co.uk or posted via a review on our Google Business Page

 

Section 8 – Monitoring

Complaints are reviewed annually to identify any trends which may indicate a need to take further action.

 

This policy and procedure are to be reviewed a year after development and then every three years; or in the following circumstances: 

 

• changes in legislation and/or government guidance
• as a result of any other significant change or event

Section 9 – Contact details

 

Director

Charli Davies

e: hello@doitlikeamother.co.uk