Making a Complaint

We want to help you resolve your complaint as quickly as possible.

WiSpire Ltd is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

  • the standard of service we provide
  • the behaviour of our staff
  • any action or lack of action by staff affecting an individual or group

Our complaints policy does not cover:

  • matters that have already been fully investigated through this complaints procedure
  • anonymous complaints
  • complaints about access to information where procedures and remedies are set out in legislation, eg Freedom of Information Act, Data Protection Act

 

Our standards for handling complaints

  • we treat all complaints seriously, whether they are made by letter or by email
  • you will be treated with courtesy and fairness at all times – we would hope, too, that you will be courteous and fair in your dealings with our staff at all times
  • we will treat your complaint in confidence within the department
  • we will deal with your complaint promptly – we will acknowledge receipt of a written complaint within 5 working days and we will send you a full reply within 20 working days of receipt
  • if we cannot send a full reply within 20 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full
  • we will publish information in our annual report on the numbers and categories of complaints we receive, and the percentage of complaints upheld.

 

Confidentiality

All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.

 

How to complain

You can make a complaint to by email or in writing by letter using the contact us page on our website.

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

 

The stages of the complaints procedure

Stage 1

This is the first opportunity for the department to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Head or Director of the area or team against whom the complaint has been made. Upon receipt of your complaint we will contact the relevant team Head or Director and ask them to deal with your complaint.

 

Stage 2

If you are dissatisfied with this response you may request a review by the director of the relevant team or unit. Your request should be sent to the help desk at the address given below, who will forward your request to the director of the relevant team or unit for a review.

At each stage, please send your complaint or request for review to the help desk.

 

Timescales for handling a complaint

Stage 1 – maximum 20 working days

  • acknowledgement within 5 working days
  • full response within 20 working days

Stage 2 – maximum 20 working days

  • acknowledgement within 5 working days
  • full response within 20 working days

 

Extending time limits

We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.

Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.

 

If you remain dissatisfied

If having followed the 2 stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for WiSpire Ltd.

You should contact Ombudsman Service on the details below:

Ombudsman Services: Communications

PO Box 730

Warrington

WA4 6WU

Phone: 0330 440 1614

Fax: 0330 440 1615

Textphone: 0330 440 1600

osenquiries@os-communications.org

https://www.ombudsman-services.org/

 

Recording complaints

We will log all complaints we receive so that we can monitor the types of problems, the best way to sort them out and how long we are taking to deal with them. This also helps us to take a closer look at how we can improve our own service delivery.

We will handle your information in line with data protection legislation.