Customer Complaints Policy

Barnsley & Rotherham Chamber of Commerce believe that at all times its members, and non-members, deserve the highest possible quality of service and conduct.

We undertake to:

  • Observe strict standards of conduct in all our dealings with customers.
  • Provide all our customers with fair and reasonable treatment always.
  • Explain our services in a clear and accurate manner.
  • Observe a strict duty to confidentiality with regard to our customer’s business; now and in the future. We will never disclose any of our customer’s details to a third party unless they have specifically authorised us to do so.

If our customers are in any way dissatisfied with our service and wish to make a Complaint, we will:

  • Acknowledge all written complaints within 7 working days
  • We will investigate the details of a complaint and take appropriate action at each stage of the investigation.
  • All complaints will be referred immediately to the appropriate member of the team or Chamber contact.
  • Barnsley & Rotherham Chamber of Commerce resolves to complete investigations into complaints within 31 days and to respond in the same time scale.
  • We will keep our customer informed of progress during the resolution period.

We are totally committed to providing a quality service to our members, and non-members, always.

Procedure & Process

Our Procedure

  • To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
  • To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
  • To make sure everyone at Barnsley & Rotherham Chamber knows what to do if a complaint is received.
  • To make sure all complaints are investigated fairly and in a timely way.
  • To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
  • To gather information which helps us to improve what we do.

Our Process

Frontline Resolution – for issues that are straightforward and easily resolved, requiring little or no investigation.

  • “on the spot” apology, explanation or other action to resolve the complaint quickly, in 7 working day, unless there are exceptional circumstances
  • Complaints addresses by any member of staff or alternatively referred to the appropriate point for resolution.
  • Complaint details outcome and action taken, recorded and used for service improvement.

Investigation – For issues that have not been resolved at the frontline or that are complex, series or ‘High Risk’

  • A definite response provided within 31 working days following a thorough investigation of the points raised.
  • Responses signed off by senior management.
  • Senior management have an active interest in complaints and use information gathered to improve service.

Independent Review – For issues that have not been resolved by Barnsley & Rotherham Chamber

  • Complaints progressing to an external review will have been thoroughly investigated by Barnsley & Rotherham Chamber.
  • The independent review will assess whether there is evidence of service failure not identified by Barnsley & Rotherham Chamber.
COMPLAINTS POLICY

Customer Complaints Form

If you wish to make a complaint with us, please fill out the form below with as much information as possible and it will be reviewed following our customer complaints policy as detailed on this page.