RTT Support Complaints Policy

1. Purpose and Scope

1.1 Purpose:

The purpose of this Complaints Policy is to establish a transparent and effective process for handling and resolving complaints related to the services provided by RTT Support, the NHS insourcing company.

1.2 Scope:

This policy applies to all stakeholders, including clients, employees, contractors, and any other individuals or entities interacting with RTT Support services.

2. Definitions

2.1 Complaint:

A complaint is defined as an expression of dissatisfaction or grievance related to the services provided by RTT Support.

2.2 Complainant:

A complainant is any individual or entity raising a complaint.

3. Complaints Handling Process

3.1 Submission:

Complaints can be submitted through various channels, including email, a dedicated complaints form on the RTT Support website, or in writing. Contact details for submitting complaints will be prominently displayed on relevant communication channels.

3.2 Acknowledgment:

Upon receipt of a complaint, RTT Support will acknowledge the complaint within 2 working days and provide a reference number for tracking purposes.

3.3 Investigation:

RTT Support will conduct a thorough and impartial investigation into the complaint. This may involve gathering additional information and consulting relevant parties.

3.4 Resolution:

Once the investigation is complete, RTT Support will communicate the findings to the complainant and propose appropriate resolutions. Efforts will be made to resolve complaints promptly and fairly.

3.5 Escalation:

If the complainant is dissatisfied with the initial resolution, they may request further review. RTT Support will outline the escalation process, including contact details for relevant authorities, if applicable.

4. Confidentiality and Data Protection

4.1 Confidentiality:

RTT Support will treat all complaints and related information with confidentiality, sharing details only with individuals directly involved in the investigation and resolution process.

4.2 Data Protection:

Complaints will be handled in accordance with applicable data protection laws. Personal information will be processed and stored securely, and individuals have the right to access and rectify their data.

5. Continuous Improvement

5.1 Feedback Analysis:

RTT Support will analyze complaint data regularly to identify trends and areas for improvement. This analysis will inform proactive measures to enhance service quality and prevent recurring issues.

5.2 Communication:

RTT Support will communicate lessons learned and improvements made as a result of complaints, demonstrating a commitment to continuous improvement.

6. Conclusion

This Complaints Policy is designed to ensure a fair, transparent, and efficient process for handling and resolving complaints. RTT Support is committed to addressing concerns promptly, learning from feedback, and continuously improving its services.