Complaints and escalation procedure

Baxter & Bailey encourage clients to provide regular feedback on our service and where there is justification to do so, make a complaint. This allows us to become aware of issues as early as possible, giving us the opportunity to resolve the matter efficiently.

The key steps of our complaints and escalation procedure are summarised below. All staff are trained, as part of their induction, to follow this procedure when handling complaints. This gives them the power to resolve issues efficiently and inform managers where necessary.

1. Listen to the complaint
We’ll listen to and acknowledge the complaint and thank you for bringing it to our attention. We’ll accept ownership and not blame others. We will remain gracious and polite.

2. Record details of the complaint
We will go through the complaint in detail so that we understand exactly what the problem is. We will keep records of all complaints on a secure digital register. This will help us identify trends or recurring issues.

3. Get all the facts
We will check that we have understood and recorded the details of the complaint correctly, asking questions where necessary.

4. Discuss options for fixing the problem
We will identify what response you are seeking; it could be a revision, amendment, apology or commitment to improve. We will decide if the request is reasonable.

5. Act quickly
We will aim to resolve the complaint quickly. We believe that if there is a delay, the complaint can escalate.

6. Keep promises
We will keep you informed if there are any delays in resolving your complaint. We will not promise things that we can’t deliver.

7. Follow up
Our final step is to contact you to find out if you were satisfied with how the complaint was handled. We will let you know what we are planning to avoid the problem recurring in the future.