We SPS are committed to effective and efficient handling of all complaints received by us (from any source) related to any aspect of the services that we provide; and in doing so we aim to comply with the 9 guiding principles of ISO10002;2004; which are:
We aim at SPS to ensure that;
Our responsibility will be to;
A complainant’s responsibility is to bring their own concern to the attention of SPS as soon as possible but, normally within 2 weeks of any valid incident. They should:
Except in exceptional circumstances, every attempt will be made to ensure that the complainant and SPS maintain complete confidentiality concerning any complaint that is received – in line with relevant Data Protection Act requirements.
All complaints received by us will be handled in accordance with this – our own documented Complaints Policy, and with our own Complaints Procedure (SPS-C/P)- both of which form part of our documented Quality Management System; and which are designed to satisfy all applicable BS EN 9001:2008 and ISO 10002:2004 requirements.
There is provision for all complaints to be logged/registered immediately upon receipt (with an unique reference number allocated), and then be investigated, agreed and closed out in a timely manner and be reported on a suitable form specifically designed for this purpose- with all agreed corrective actions notified to, and agreed with, each complainant.