Vigilant Knights Ltd - Complaints policy

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1. Purpose

This policy sets out how Vigilant Knights Ltd will handle complaints in a fair, transparent, and timely manner. We are committed to listening to concerns, resolving issues quickly, and using feedback to improve our services.

2. Scope

This policy applies to:

• Customers/clients
• Staff and volunteers
• Partners, suppliers, and stakeholders

It covers complaints about:

• The quality or delivery of our services
• The conduct of staff, volunteers, or representatives
• Breaches of policies, procedures, or standards

It does not cover:

• Matters already subject to legal action
• Complaints outside of Vigilant Knight’s control

3. Policy Statement

We are committed to:

• Treating all complaints seriously, fairly, and confidentially
• Acknowledging complaints promptly
• Providing clear explanations and resolutions where possible
• Learning from complaints to improve our services

4. How to Make a Complaint

Complaints can be made in the following ways:

• Email: info@vigilantknights.co.uk
• Phone: 07826883808
• In writing: 20 Telford way, Highwoods, Colchester CO4 9QP
• In person: By speaking with a manager or staff member

Complainants should provide as much detail as possible, including dates, names, and a description of the issue.

5. Handling Complaints

• Acknowledgement: All      complaints will be acknowledged within 5 working days.
• Investigation: A      designated manager will review the complaint and may contact the      complainant for further information.
• Resolution: We      aim to provide a written response within 20 working days.
• Escalation: If      the complainant is not satisfied, they may request a review by a senior      manager or external body, where applicable.

6. Confidentiality

All complaints will be handled with respect and confidentiality. Personal information will only be shared where necessary to investigate the complaint.

7. Continuous Improvement

We will keep a record of complaints received, outcomes, and any actions taken to improve our services. Regular reviews will ensure learning from complaints contributes to better service delivery.

8. Policy Review

This policy will be reviewed annually to ensure it remains effective and up to date.