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Oh dear.

If you’ve found your way here,
we’re really very sorry you feel this way…

…hopefully, we can start to change that here.

CUSTOMER
COMPLAINTS

Enterprise CUBE CIC is committed to providing the best possible service that we can. We can only do this through continuous improvement of our service delivery that considers feedback and complaints from our customers.  This makes all the feedback and complaints we receive valuable to us.

We recognise that sometimes customers will feel that they have cause to complain about the service they have received.

We encourage all feedback from customers, including complaints, and have developed a Complaints System to explain our broad approach to handling all complaints and clear information on how individual complaints will be handled.

Complaints will be responded to in accordance with our Complaint System, and our company policies and procedures. If you are not satisfied with the way we have handled your complaint, you will have the right to appeal.

Quick Answers

Who is a customer? Who can make a complaint?

A customer is anyone who contacts Enterprise CUBE to request a service or is in receipt of a service. Any customer can make a complaint.

How can a complaint be made?

Any customer wishing to make a complaint can do so in person, by phone, e-mail, website or letter.  Where possible we request customers make serious complaints in writing[1]

tel: +44 (0)808 196 8015

email: theteam@enterprisecube.org

website: www.enterprisecube.org/contact-us

write: Enterprise CUBE CIC, 9 Commercial Yar, Barnard Castle DL12 8FE.

[1]  If there is a reason the complaint cannot be communicated in a written fashion the company will consider alternatives to recording your complaint.

 

Who will handle my complaint?

When you make a complaint, we will assign a manager to handle your complaint.

If you are complaining about a member of our staff, that person will not handle your complaint and you will not have to speak directly to that person.

What happens after I make a complaint?

Once you make a complaint, we will start our complaints process and the manager who will handle your complaint will contact you within 48hrs to explain how they will resolve or investigate your complaint.

How long will it take?

We aim to handle all complaints quickly. Our target is that all but the most complicated complaints will be handled within 30days.

Complaining about a Grant or Award?

If you have a complaint about a decision relating to grant, award, support or decisions from one of our partners, for example, if you feel that you have received the wrong decision on a grant funding provided by your housing association, you should use the relevant organisation’s appeals procedures, which we can advise you on.

For all issues or grievances relating to grants or awards given directly by Enterprise CUBE use this Complaints System.

OUR Aims & Standards

Enterprise CUBE aims to resolve complaints quickly, fairly and effectively.

We will:

  • Aim to put things right quickly for our customers when they go wrong
  • Keep our customers informed of the progress of their complaint and the results of any investigation
  • Seek to learn from each complaint to improve future performance
  • Advise our customers of their right to appeal if they remain dissatisfied after their complaint has been through all stages of the internal Complaints System

Our Service Standards for complaints are:

  • We will make it easy and straightforward for you to make a complaint
  • We will endeavour to respond to your complaint within the timescales set out in our Complaints System and keep you informed throughout the process
  • We will ensure you have a full explanation to the outcome of your complaint
  • We will tell you if changes have been made to services following your complaint

We will review our Complaints System at regular intervals, currently this interval is every 10 complaints

Equality & Diversity

Customers have a right to express dissatisfaction with the services they receive from Enterprise CUBE. Customers using this policy can expect to be treated fairly and without discrimination.

The Company has an Equality & Diversity Policy that covers all aspects of equality, customers can expect this policy to be followed throughout the complaints process.

Handling Your Data

We aim to treat your complaint with appropriate confidentiality. We only use the information you give us to investigate and resolve your complaint, this includes using the information you give us to improve our processes to prevent further complaints or mistakes.  We will not pass your information to another organisation without you express permission.  Passing on personal information about you is protected by GDPR.

How we Handle
Different Types of Complaint

We understand you might need to complain could be about something very serious. We also understand you might just want to pass on an opinion, a tip or a peace of feedback to help us improve.

Regardless of the type of complaint or feedback, we always take your input seriously.

Feedback vs Complaints

We value feedback very highly and are always seeking feedback in all its forms.  Feedback, even negative, however is different to a complaint and treated differently.  A complaint from a customer will include negative feedback, but crucially will be made with an expectation of a direct and specific response by Enterprise CUBE.

Where any doubt exists as to whether a customer is giving feedback or making a complaint, a customer will be asked to clarify, and all feedback considered a complaint by a customer will be treated as such.

Feedback is not handled by the Complaints System, feedback positive or negative is fed into our project and systems reviews as part of our ongoing continuous improvement of our service delivery.

Informal complaints

Informal complaints are usually about issues perceived to be minor by a customer but requiring a response and resolutions. Informal complaints are still treated as complaints and are reported and logged in the Complaints Log even if resolved immediately.

All complaints received in person, or by phone are logged by us in the Complaints Log in order to have a centralised overview of company complaints.

Formal complaints

A formal complaint should be made in writing (including email) either to any member of staff dealing with your Strive project or through the central complaints details set out above. We may request further information from you after receiving your complaint, please be as detailed as possible when making a complaint to enable us to better investigate the issue you’ve experienced.

Complaints involving Customer Safeguarding

A complaint pertaining to the safety and/or wellbeing of a customer will be immediately referred to most senior Enterprise CUBE staff member present and handled via Vulnerable Adult Protection Policy.

Complaints involving Customer Senior Management BEHAIVOUR/ACTIONS

If the complaint pertains to senior manager, the information should be directed to the most appropriate Director who is most removed from the situation about which the complaint is being made.

If you name the senior manager in your written complaint, we will remove that manager from the complaint handling process as soon is feasible. We are a small team, but in general we would expect this to have effect immediately upon receiving your complaint.

This means you should not have to explain your complaint to the person you are complaining about. 

Complaining about a Grant or Award?

If you have a complaint about a decision relating to grant, award, support or decisions from one of our partners, for example, if you feel that you have received the wrong decision on a grant funding provided by your housing association, you should use the relevant organisation’s appeals procedures, which we can advise you on.

For all issues or grievances relating to grants or awards given directly by Enterprise CUBE use this Complaints System.

MAKING A COMPLAINT

If you are unhappy with the service provided by Enterprise CUBE – whether it is the learning experience, guidance we’ve offered, the support you are receiving or about staff or the organisation itself – we promise to take your complaint seriously and treat it with appropriate confidentiality.

If you want to complain, here’s what you can do:
It helps if you complain straight away to the people involved, as they may be able to put things right immediately. You should make your complaint within 3 months of the event or problem occurring.

At any stage, you can register a formal complaint by telephone, email, website or letter. It’s important that you try to give as much information as you can, including times, dates, places and names.

Complaints can be made here:

Tel: 07749 332 505

email: theteam@enterprisecube.org

website: www.enterprisecube.org/contact-us

write: Enterprise CUBE, 4 Spire Place, Warlingham, CR6 9LW.

You will get a first response within 48 hours acknowledging receipt of your complaint.  The first response may ask for more information about your complaint or suggest options for how we can best resolve the complaint.

A further response will be given within 30 days, this response will normally detail the actions we have taken and result of our investigation of your complaint.

You can see a detailed explanation of how we will handle your complaint in the Complaints Handling Process below.

Appeals

If you are unhappy with the outcome of a complaint, you can appeal.  Simply contact us in writing confirming that you wish to appeal and explaining why you are unhappy with the outcome of your complaint.

Appeals can be made at:

email: theteam@enterprisecube.org

website: www.enterprisecube.org/contact-us

write: Enterprise CUBE, 4 Spire Place, Warlingham, CR6 9LW.

Once we receive an appeal a new manager will be assigned to review your appeal, and re-investigate your original complaint if appropriate.

Our Complaint Handling Process

  1. Receiving a Complaint

    Any staff member can receive a complaint. The recipient of a complaint will create a record immediately in the Complaint Log and will closely monitor the progress of the complaint until an appropriate manager is assigned. Openness is key to our Complaint’s system so the recipient of a complaint should continue to track a complaint and remain informed about its progress and resolution.

  2. Assigning a Complaint

    On receipt of a complaint, Enterprise CUBE will assign an appropriate manager to handle the complaint. The appropriate manager will usually be the most relevant and/or knowledgeable staff member on the subject of the complaint but will never be a staff member about whom a specific complaint has been made.

  3. Initial Response

    The appropriate manager will reply to a formal complaint within 48 hours working days acknowledging the complaint. If the complaint can be resolved immediately then the manager should do so. If further information is required, we will endeavour to request this within 48hours (for complex complaints further information may also be requested during a later investigation).

  4. Investigating Complaints

    If the complaint requires more detailed investigation and planning the manager will reply to the complainant in writing or through e-mail outlining the investigation to be undertaken with projected timescales.A full investigation of the complaint must be carried out by the appropriate manager and a report written and agreed with a Director. The appropriate manager will present findings and solutions to the complainant.Where possible this should be completed within 30 working days of the complaint being received.

  5. Resolving Complaints

    If the appropriate manager finds Enterprise CUBE to have not been compliant with their own rules or external regulation or rules, Enterprise CUBE will seek to resolve the matter and review its processes to ensure it does not repeat mistakes in the future. The complainant will be offered the opportunity to remain informed about the progress and implementation of process changes.The company reserves the right to not uphold a complaint, where the findings of the investigation find Enterprise CUBE are compliant with their own policies and procedures and in no contravention with external regulations or rules. In these circumstances the company will advise the complainant of their decision and the reasons for this.

    In the case of malicious or unfounded complaints the company will seek advice and take any action necessary to protect the company’s reputation and assets.
    If a complaint cannot be resolved to the satisfaction of the complainant, then the file will be passed to a Founding Director for all matters who will seek to resolve the matter directly or involve any third party or legal advisor.

  6. Recording Outcomes

    Where a complaint has been resolved, the outcome should be noted on the Complaints Log and as required the original person receiving the complaint and the appropriate manager will check that the complainant is satisfied with the outcome and that the corrective action has been implemented.All complaints in the Complaints Log should have a record of whether an investigation is ongoing, who the appropriate manager is and if resolved how it has been resolved, what remedial action has or needs to be taken to resolve the complaint.
    A record is also kept against each complaint as to what processes should be changed to prevent future incidents of the same nature.

  7. Appeals

    Upon receipt of an appeal a new appropriate manager will be assigned, this manager will request an assessment of the investigation and review of the grounds of an appeal from the manager who handled the original complaint.
    The new appropriate manager will then review all documentation and evidence available and decide to uphold the original complaint resolutions or launch a new investigation.  If a new investigation is launched, the Complaints system should be restarted with the complaint investigated again from the start mindful of any the information discovered during the appeal.