Rawtdoor Ltd Complaints Policy
This policy can be used when you are dissatisfied with:
- A service provided by rawtdoor ltd
- The behaviour or actions of a member of staff employed by rawtdoor ltd
- To report an issue with food safety or hygiene
- Suspected food poisoning
- Dirty premises
- Poor hand hygiene
- Poor food handling
- Food with visible signs of mould or decay
- Food sold past use-by date
- Unavailable or in correct allergen information
- Foreign object found in food (Annex B)
- To report an issue with a product label
- Heath claims
- Ingredients
- Weights
- Description
- Allergens
- Problems with payments and refunds
- Late, incorrect or missing deliveries conducted by rawtdoor ltd
A complaint can be defined as a statement of something being unsatisfactory or unacceptable. Not all complaints however, will need to be managed through this policy and very often the matter can be addressed quickly and a resolution found easily, without the need to use a formal process.
Each complaint will be assessed on an individual case basis and an appropriate course of action decided upon.
Complaints not about rawtdoor ltd, and which relate to the courier system should be raised with the relevant courier provider e.g. DPD.
How to raise a complaint
Rawtdoor ltd will be polite and professional and willing to listen to your concerns. It is important that rawtdoor ltd, the complainant, or their representative conduct themselves in an appropriate manner. Abuse of any individual involved in the complaint either over the telephone or in writing (including on social media), cannot be tolerated. Rawtdoor ltd has a ‘zero tolerance’ approach to bullying and such behaviour may lead to us precluding you from the complaints process. Should we decide to do this we will write to you explaining why.
You can raise a complaint with rawtdoor ltd by emailing us at:
Or by sending a letter to us at:
Rawtdoor ltd
Unit 13 Skillion Business Centre
Littleburn Industrial Estate
Langley Moor
Durham
DH7 8HG
If you require assistance in making your complaint you can telephone us: 01913407500
Tell us what you believe the issue to be, when the issue arose, and how you feel we can put the matter right.
If you choose to raise an issue via any of the social media channels used by the rawtdoor ltd, we will review the matter and decide how best to respond. Depending on the circumstances some issues may be addressed quickly and by reply via social media, whereas others may need to be referred to the rawtdoor ltd’s complaints process. We will not discuss personal information via any social media channel.
You should let us know at the start of the process if you wish the details of your complaint to be kept anonymous and confidential.
You may choose to instruct someone to act on your behalf when making a complaint, including receiving communications from the FSA during the complaints process.
Timeframes for raising a complaint
A complaint should be raised as soon as possible, and no later than 14 working days after you first become aware of the issue. If you wish to do so, you have one calendar month from receiving a response to your complaint in which to escalate the matter.
How your complaint will be handled
In the first instance, most complaints will be handled by the office team. However, there may be situations where, due to the nature of the complaint it will be responded to by the Director.
The complaint will be investigated thoroughly, and the conclusions drawn will be evidence-based wherever possible.
Where the complaint is handled by the office team, we will aim to respond within 10 working days. Where the complaint is handled by the Company Director, we will aim to respond within 20 working days.
We expect extensions of time to be the exception and not the norm, but where we do need to extend the response time, you will be told why and when to expect a response to your complaint.
The person examining the complaint is not expected to produce a formal report but to provide a detailed response via relevant correspondence methods. This will be in the form of a letter either posted or emailed to you or your representative.
A complaint may be considered vexatious or persistent where it is made without reasonable grounds and with the intention to harass or provoke. Rawtdoor ltd has established arrangements for dealing with these types of complaints. A complainant may be considered persistent where contact with, and/or the demands made of, the rawtdoor ltd are repetitive and excessive. You will receive a written acknowledgement of your complaint in which we will tell you when to expect a response. In most cases we will then contact you by telephone to discuss your complaint. Further contact will be agreed with you during the discussion. Where it is not convenient for the rawtdoor ltd to contact you during normal working hours, reasonable arrangements can be made to contact you outside of these.
Your data
Our privacy notice provides information about how we protect your data. We will not use your personal data for any purpose other than investigating and responding to your complaint. We retain personal information only for as long as necessary to carry out these functions, and in line with our retention policy. No third parties have access to your personal data unless the law allows them to do so or when we have obtained your consent to share that data with a third party. To progress a complaint investigation your identity may become known to those who the complaint is made about. This should only arise where it is otherwise impossible to prevent, or it is necessary to progress the case. Where applicable, we will explain this to you beforehand.
Complaint Outcomes
You will receive a response to your complaint in writing, unless in the circumstances this is not appropriate, in which case alternative arrangements will be made to notify you of the outcome of your complaint.
If our investigation finds that there has been an error made by rawtdoor ltd, we will apologise for the error and where appropriate, offer a proportionate remedy. Financial redress is considered in certain circumstances. It is approved on a case by case basis and in almost all instance requires the Directors authorisation. The office team are not authorized to agree, or agree to, a compensation payment without seeking prior approval.
Rawtdoor ltd will reassess the HACCP plan and other relevant policies and procedures to ensure these reflect the outcomes of the investigation of all complaints as necessary.
Formal Appeals Process
If you remain dissatisfied with the rawtdoor ltd’s response
If you are not satisfied with the response provided by the office team, you have the right to escalate the matter. When escalating your complaint, you should set out clearly your grounds for doing so.
The route of escalation
Complaint responded to by the office team would need to be escalated to the Company Director
In these cases, it is most likely that a senior manager will be asked to assist the Company Director. The Company Director will issue the response under their signature.
When to escalate your complaint
If you choose to escalate your complaint, you should contact rawtdoor ltd within one calendar month of last receiving a response to your complaint.
If you're still unhappy
If you are still unhappy after the conclusion of our complaints procedure, you can ask for your complaint and its handling to be investigated by the Ombudsman. To do this, you must write to a Member of Parliament, Member of National Assembly for Wales or Member of the Northern Ireland Assembly. You need to ask them to refer your complaint to the Ombudsman. Usually, before you complain, the Ombudsman expects you to have made a complaint to us using our complaints procedure. If you are unsure about whether your case is suitable for referral to the Ombudsman, contact the Ombudsman's helpline on 0345 015 4033 for guidance.
Feedback
If it is identified that actions should be taken to prevent a situation recurring, these will be highlighted for follow-up action. Such action may include staff training, a change of internal guidance, a change in policy provision etc. Although it may not always be possible to provide specific details of actions that have been or will be taken, you will be advised in the complaint response about this.
We are unable to provide the detail of any action we take against an individual member of staff or contractor due to our obligations under the General Data Protection Regulation 2018.
Once a complaint has been responded to, we will seek feedback from you about your experience when using this policy. This information will help us assess the effectiveness of our complaints management arrangements so that improvements can be made as required.
Transparency
Rawtdoor ltd is committed to be an open and transparent organization. Anonymized data on complaints is recorded and kept on file for the inspection of regulatory bodies.
Queries about this policy
If you have any queries about this policy, for example concerning its application or interpretation, please contact rawtdoor ltd at one of the following: info@rawtdoor.co.uk or Rawtdoor ltd Unit 13, Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG or Tel: 01913407500.
To receive a copy of our Complaints Policy please contact us as above.