THE SYSCO GROUP
Information
Complaint Policy
Sysco aim to provide an efficient service to all our customers, whilst every effort is taken sometimes a client is dissatisfied about the service or treatment they receive. In these circumstances you have a right to complain and to have it investigated.
We aim to learn from any complaints received this procedure is seen as very important in this continuous improvement of our systems, procedures and client delivery.
How to complain
The first step is to raise your complaint with the relevant manager responsible for the service that you are complaining about. If you are not satisfied with how your complaint has been handled you may begin the formal complaint procedure. Details of how to do this are set out below.
Please fill in the complaint form; this can be obtained by contacting the Quality Manager. Once you have completed the details of your complaint this needs to be sent to the Quality Manager. Alternatively you can make your complaint in person, over the phone or via email.
What to tell us when you make a complaint
To deal with your complaint appropriately we need to know:
- Your name, address and contact details
- What you are complaining about
- The names of the people involved where applicable
- Your ideas on how you wish to see the issue resolved
What you can expect
We would hope that wherever possible your concerns would be resolved at the first point of contact. If a formal complaint is made you will receive a telephone contact from Quality Team in acknowledgement in writing within 7 working days of the receipt of your complaint.
The complaint will be investigated by the Quality Manager and you will normally receive a response within 30 working days, unless your complaint is particularly complex in which case we will keep you informed and provide an estimated timescale as to when you should expect to receive a response.
Step 1 – Customer Feedback is received and logged
- Complement / complaint form is recorded with as much detail as possible to record complement / complaint from customer.
- Store in complement / compliant file along with any evidence to support feedback.
- Update tracking log in front of file to confirm new issue is open and will be investigated.
- Complaints must be acknowledged in writing within 7 working day.
Step 2 – Investigation by Quality Manager
- If appropriate Quality manager to contact customer, to gain as much information as possible.
- Records of communication logged.
- The Quality Manager must investigate all areas of the complaint fully.
- A record of all investigation areas along with supporting evidence must be logged and kept on file.
- Investigations may include reviewing customer records, interviews and meeting notes.
- Solutions and areas of improvement to be agreed with the Quality manager and Senior Management team.
Step 3 – Corrective / Preventative action Agreed
- Confirm corrective / preventative action to be supplied to the customer in writing.
- Quality Manager to ensure the customer is happy with the resolution.
- Details of resolution to be kept in complaint file.
Step 4 – Quality Manger approves action and signs off complaint
- Evidence and records to be updated with signing off records.
- Quality Manager to ensure complaint is signed off.
- Quality Manager and team to monitor patterns and trends of complaints to ensure repeat issues do not occur.
Appeals
If you are not satisfied with the resolution, you can appeal. All appeals are to be sent to the Managing Director. An appeal should be submitted within 5 working days. An appeal will review the following:
- Review the procedures followed throughout the complaint process.
- Consider the complaint outcome and responses and if these have been fit for purpose.
- Consider new information which was unavailable or not considered at the formal complaint process.
The organisation will aim to respond and resolve all appeals within 15 working days.
Policy Review
This policy will be reviewed in full annually, July of each year.