Section 1 Receipt and Best Practice Good Practice Sub-standard Mark / Comments Timeframe 1 2 3 N/A 1.1 Acknowledged Acknowledged within 24 Acknowledged within 3 Acknowledged after 3 hours of receipt working days working days or not acknowledged 1.2 Complaint Details Complaint accurately Complaint issue and name Incomplete or inaccurate Logged logged at the time of of complainant accurately logging of any aspect of receipt. Completed entry logged along with the complaint includes details of outcome complainant issue and outcome along with actions to address any problems identified 1.3 Complaints Process Clear and personalised Clear explanation of Little or no explanation of Explained (in writing or explanation of process, process, timescales and process, timescales or phone note) timescales and personnel personnel involved personnel provided involved 1.4 Consideration given Consideration clearly Consideration given to No consideration given to to any equality, diversity given to actual or actual or possible an actual or possible or Reasonable possible adjustment issue adjustment issue and equality or diversity issue. Adjustment issues and outcome recorded. record made of the Evidence of any outcome appropriate adjustments being made and / or explanation given to complainant 1.5 Time Taken Within 20 days OR clear Within 20 days with Outwith 20 days and no explanation of why not evidence of specific effort explanation for why not possible and completed to complete in the earliest possible and/or evidence within earliest possible possible timeframe or that it could have been timescale outwith 20 working days completed sooner but explanation/update provided
Section 1 Receipt and Timeframe Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 1.1 Acknowledged Acknowledged within 24 hours of receipt Acknowledged within 3 working days Acknowledged after 3 working days or not acknowledged 1.2 Complaint Details Logged Complaint accurately logged at the time of receipt. Completed entry includes details of complainant issue and outcome along with actions to address any problems identified Complaint issue and name of complainant accurately logged along with outcome Incomplete or inaccurate logging of any aspect of the complaint 1.3 Complaints Process Explained (in writing or phone note) Clear and personalised explanation of process, timescales and personnel involved Clear explanation of process, timescales and personnel involved Little or no explanation of process, timescales or personnel provided 1.4 Consideration given to any equality, diversity or Reasonable Adjustment issues Consideration clearly given to actual or possible adjustment issue and outcome recorded. Evidence of any appropriate adjustments being made and / or explanation given to complainant Consideration given to actual or possible adjustment issue and record made of the outcome No consideration given to an actual or possible equality or diversity issue. 1.5 Time Taken Within 20 days OR clear explanation of why not possible and completed within earliest possible timescale Within 20 days with evidence of specific effort to complete in the earliest possible timeframe or outwith 20 working days but explanation/update provided Outwith 20 days and no explanation for why not possible and/or evidence that it could have been completed sooner