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 a 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.