Complaints and Appeals
What is a complaint?
A complaint is an expression of dissatisfaction by one or more members of the public about an organisation’s action or lack of action, or about the standard of service provided by or on behalf of the organisation.
Who can complain?
Anyone directly affected by the way in which the LabaCloud has carried out its functions, or anyone acting directly on such a person’s behalf, may make a complaint under this policy and procedure for the management and handling of complaints about the LabaCloud.
What can you complain about?
You can complain about the way we do our business, something we have done or should have done or how we have treated you.
We are unable to accept complaints relating to matters listed below. These are all dealt with under separate policies and procedures:
How to make a complaint?
We always like to resolve issues as quickly as possible to everyone’s satisfaction. We would recommend that, where possible, you talk to your contact at the Charities Regulator in the first instance to see if your complaint can be resolved locally.
If this is not possible, then you can complain to us by:
- Sending an email to: labcloud@outlook.com
The complaints process
We aim to resolve the majority of complaints received through an early resolution process. We will acknowledge your complaint within five working days and tell you who will be dealing with it.
We may need to follow up with you to get further information to help with our enquiries or we may offer to meet with you to discuss your complaint.
Once we fully understand your complaint and how you would like to see it resolved, we will respond to you within 30 working days of your complaint being acknowledged (using your preferred method of communication).
We will tell you what we have done and how we reached our conclusions and, where appropriate, how we intend to resolve the issue for you. If there is a reason that we cannot resolve your complaint within this timeframe we will notify you of this and the reason for it.
If you are not satisfied that your complaint has been dealt with in line with this policy, you can appeal the decision to us by emailing labcloud@outlook.com.
Recording and reporting of complaints
It is important to identify areas of learning from complaints so that we can improve performance and reduce the likelihood of any recurrence of the issues giving rise to the complaint.
As a result, we keep a confidential record of all complaints received and we share the learning anonymously within the organisation.
Data Protection and Freedom of Information
All personal information received by the website in relation to a complaint shall be stored in accordance with the GDPR, the Data Protection Act 2018 and the Freedom of Information A.