Complaints Procedure

General

If you have a complaint to make or feel that the level of service you have received is not of a standard one would ordinarily expect, then QBSA would like to hear of it.

Your complaint is important to us because without it we may miss the opportunity to improve the level of quality we wish to deliver.

To get the best from us it helps if you understand our procedures and the routines we need to follow.

Complaints Process

1. Please make your complaint in writing, e-mail is OK
2. Please provide the following information:
   • Your name
   • Your telephone number
   • State whether acting on behalf of yourself or a company
   • Name the person or company that you are complaining about
   • Define the thing that you are not happy about e.g. product, level of administration of a service, another member of QBSA, etc.
   • Say what it is that you consider unsatisfactory.
   • Describe any action you may have already taken to attain satisfaction.
   • Indicate what you think would meet your requirements and would restore or achieve satisfaction for you.
   • Provide dates and relevant numbers and descriptors.
3. Let us have your complaint as soon as it is evident.
4. We will log the complaint in our non-conformance system within 2 hours of receipt.
5. We will investigate and present the matter to the subject of your complaint within 24 hours.
6. We will advise you of the results of the investigation or their response within 24 hours of us receiving it.
7. We will advise you within two weeks if no response is received from the person or company about whom you made the complaint.
8. We will advise you within a further two weeks of our response and the recommendations, if any, that we deem appropriate.
9. We will, at all times, endeavour to deal with the complaint immediately and have indicated the above timescales for difficult and worst case scenarios only.

Advice

Complaints can often be an emotional issue and it is common for strong feelings to over-ride simple facts. Therefore when making complaints please try and be as objective as possible. Stick to facts, avoid adjectives and be as brief as possible. If the complaint is about another QBSA member please remember that they have rights as well as you and moderate comments achieve far more in the long run. It is best that you try and resolve the difficulty with them directly. If this has been tried and did not work out then QBSA would like to help but we would not necessarily have any authority or obligation to do so.

Please remember that QBSA really do want to hear your comments and complaints.