COMPLAINTS PROCEDURE FOR ZM STUDIO CLIENTS
Last updated 21st February 2021
DEFINITIONS AND INTERPRETATION
‘Client’ means the main client, reflected in the details provided in the Quotation.
‘Company’ means ZM Studio.
‘Quotation’ means the written quotation prepared by the Company which contains its proposals for providing Services to the Clients, this could be digitally provided.
‘Service’ means the service(s) the Company will provide to the Client as specified in the Order.
‘Specification’ means the description or specification of the Services in the Order.
‘Surveyor’ means the expert delegated to provide the Services to the Client.
‘Terms’ means these terms and conditions as updated from time to time by the Company.
TERMS AND CONDITIONS
Where these Terms use words in their singular form, they shall also be read to include the plural form of the word and vice versa.
The headings in this document are inserted for convenience only and shall not affect the construction or interpretation of these Terms.
Any terms, definitions and responsibilities in this page must be interpreted in combination with our property services terms and conditions page.
INTRODUCTION
We always aim to provide a high standard of care in all our services.
Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.
If a complaint alerts us to possible abuse or neglect we will tell the Council’s adult safeguarding team. The safeguarding team will decide how to investigate and monitor outcomes.
MAKING A SUGGESTION
Often people feel more comfortable about suggesting improvements rather than complaining formally. Anyone receiving services, and their friends/ family, may make a suggestion.
If the suggestion is something that ZM Studio as a company needs to consider you can send it to:
Zosim Margaritov, Director
or use the Contact Form on this website.
MAKING A COMPLAINT
We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
ZM Studio assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.
WHO CAN COMPLAIN
Anyone affected by the way ZM Studio provides services can make a complaint.
A representative may complain for the affected person if they:
- have died
- cannot make a complaint themselves, or
- have given consent for the representative to act on their behalf
If you are not happy about making a complaint yourself and you do not know someone who can talk or write to us on your behalf, we will be happy to find someone from an independent organisation to act as an advocate for you.
HOW CAN YOU MAKE A COMPLAINT
You can complain:
- in person
- by telephone
- through a member of our staff
- through an advocate or representative
- by letter
- by email
- the contact form on this website
ANONYMOUS COMPLAINTS
We deal with anonymous complaints under the same procedure; however it is better if you can provide contact details so we can tell you the outcome of our investigation.
RESPONSIBILITY
The Registered Manager/Director has overall responsibility for dealing with all complaints made about their service.
We will provide as far as is reasonably practical:
- any help you need to understand the complaints procedure; or
- advice on where you may get that help.
HOW WE HANDLE COMPLAINTS
The Registered Manager or ZM Studio may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.
We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.
We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.
When we have finished investigating, we will arrange to meet with you to discuss the outcome, and write to you with:
- details of the findings;
- any action we have taken; and
- our proposals to resolve your complaint.
TIME LIMITS
You should complain as soon as you can after the date on which the event occurred or came to your notice. If you complain more than twelve months later, we may not be able to investigate properly. But we shall also consider whether you had good reason for not making the complaint sooner and whether, despite the delay, it is still possible to investigate the complaint effectively and fairly.
FURTHER STEPS
At any stage during the process, if you are not happy with the way the service is dealing with your complaint you can contact the Director at:
Zosim Margaritov
Once we have dealt with your complaint, if you are not happy with the outcome you can refer your complaint to the Energy Assessor Accreditation Scheme.
You can contact the Energy Assessor Accreditation Scheme at:
Tel: 0300 123 1234
Website: www.accreditationscheme.co.uk
NB: The scheme will not normally investigate a complaint until the provider has had an opportunity to respond and resolve matters.
