1. Lexxic Ltd's policy
1.1. It is Company policy that all complaints must be treated seriously; complainants must be treated with sympathy and empathy; and personnel handling complaints must act courteously and professionally at all times.
1.2. Complaints must be regarded as opportunities to learn and improve our practices.
2. What is a complaint?
2.1. Lexxic Ltd defines a complaint as 'An expression of dissatisfaction made to the organisation, related to its product or service, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.'
3. How to make a complaint
3.1. Complaints can be made to Lexxic Ltd via email, letter, telephone calls, or during meetings. However, to start a formal investigation, complaints must be put in writing, usually via email to Feedback@lexxic.com.
4. Acknowledgement and initial response
4.1. Emails sent to Feedback@lexxic.com will receive an automatic acknowledgement, confirming receipt and outlining a target response time of 10 working days.
4.2. If a complaint is emailed to another Lexxic Ltd email address, it will be forwarded to Feedback@lexxic.com, copying in the complainant who will then receive an automatic acknowledgement as above.
5. Investigation of complaints
5.1. Complaints will be investigated by the relevant team, depending on the service area involved.
5.2. Where a complaint relates to an employee, contractor, or personnel responsible for investigating the complaint, and there may be a conflict of interest, the complaint will be investigated by the Director of Operations or a suitable alternative.
5.3. If an investigation uncovers practices inconsistent with Lexxic Ltd's policies and best practice principles, the matter will be referred to the Director of Operations.
6. Updates and communication
6.1. The complainant will be notified via email of the outcome of the investigation, within 10 working days. If there are extenuating circumstances and it is not possible to complete the investigation within 10 working days, the complainant will be sent an update on progress.
6.2. Where a complaint is clearly not related to Lexxic Ltd's standards, we will aim to signpost individuals to the correct source of advice (such as the complainant's Occupational Health Provider, if applicable).
6.3. Where an investigation into a complaint has been completed, the complainant will be asked to contact Lexxic within 5 working days if they require further action. If we do not hear back from the complainant in this time, the complaint will be closed.
7. Escalation if a complaint is not resolved
7.1. If a complainant is not satisfied with the response to their complaint and notifies Lexxic that they require further action to be taken, the complaint will be handed over to the relevant member of the Senior Leadership Team (SLT). In the case of complaints about consultancy services of from an organisation, they will be passed on to the Chief Operating Officer.
7.2. The relevant SLT member will email or telephone the complainant to discuss their complaint and attempt to reach a resolution.
7.3. If the complaint remains unresolved, it will be handed over to the CEO who will review the complaint and respond to the complainant.
8. Confidentiality and data protection
8.1. All complaints will be dealt with confidentially.
8.2. We respectfully ask that complainants also observe confidentiality and do not discuss complaints publicly such as on social media.
8.3. Personal information will always be handled in accordance with the Data Protection Legislation.
8.4. Documentation containing personal information will be stored for no more than 6 years after they are no longer required for operational processes.
8.5. Complainants can request a copy of the information held about them or corrections to their records at any time.