Complaints Procedure
Cafeology views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the organisation or person that has made the complaint.
Our policy is:
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Cafeology will provide a fair complaints procedure. One that is clear and easy to understand for anyone wanting to make a complaint.
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Cafeology will publicise the existence of our complaints procedure so that people know how to contact us to make a complaint this can be either be in writing, verbally or via our website.
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Our internal non-conformance procedure to be followed in the event of a complaint being raised.
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Cafeology will ensure that all complaints are investigated fairly with an official acknowledgement to be made advising who is investigating the complaint within 24 hours.
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Cafeology will provide a full written response to all complaints raised with weekly updates if a resolution becomes protracted.
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Cafeology will endeavour to make sure that complaints are, wherever possible, resolved and that relationships are repaired.
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Cafeology will gather information which helps us to improve what we do.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Cafeology Ltd.
Complaints may come from organisations or personal individuals who have dealings either direct or through a third party with Cafeology and all of these can complain under this procedure. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use Cafeology’s Discipline and Grievance policies.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with Cafeology’s Operations Director.
Cafeology’s Complaints policy is reviewed regularly and updated as required.
Changes to this Policy
Any changes we make to our a complaints policy in the future will be posted on this page. Please check back frequently to see any updates or changes to our complaints policy since you last used the site.
Contact
Questions, comments and requests regarding this complaints policy – please contact the Customer Service Team:
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by telephone on
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email us at: info@cafeology.com;
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via our website cafeology.com; or
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by post to: Cafeology Limited, 4 Vantage Park, Coborn Avenue, Sheffield S9 1DA