Remedy
When responding to a complaint we will act to put in place remedial action. This will be decided on a case by case basis and careful consideration will be given to what is fair in the circumstances. Where appropriate we will look beyond a particular case and seek to improve our systems of work, procedures or policies to ensure it does not happen again.
Apology
Sometimes the only resolution required to a complaint is an apology. If we apologise we will also acknowledge the service failure, accept responsibility, give an explanation for the service failure and express regret for the failure.
Specific Action
The complaint handler will consider whether there is any specific action required to rectify the complaint. This can include reconsidering or changing a decision.
Financial Compensation
Any decision to make an award of financial compensation will be based on what is decided is fair given the circumstances of the case. The amount of compensation paid will consider actual financial loss sustained as a direct result of the service failure and avoidable inconvenience, distress, detriment or unfair impact as a direct result of the service failure.
Policies and systems of work
Sometimes the feedback we receive may result in a change to a system of work, policy, procedure or practice.