What is a Complaint?
A complaint is a formal expression of any negative concern or dissatisfaction about SIB or a contractor of SIB, by any person whether a customer or not, relating to any issue of SIB business.
Does SIB have a Complaints Procedure?
Yes. At the Social Investment Business we always try to give the best service possible. However, we recognise that sometimes this does not always happen and that there may be instances where our service falls below reasonable expectation. On such an occasion, you may wish to make a complaint.
What can customers complain about?
Customers can make complaints to SIB in any form, whether in person, by telephone, or in writing by letter or e-mail and could, but not exclusively, be based on SIB’s actions where employees or contractors acting on SIB’s behalf have:
- delayed, made mistakes in or failed to follow stated procedures
- failed to give information or have given incorrect advice or information
- failed to treat others politely or honestly
- failed to respond to enquiries in a timely manner or not at all
- discriminated against or treated others unfairly
Can customers appeal against a funding decision?
Any customer concerns about grant or loan application decisions should, in the first instance be raised with the RM the customer has been in contact with, or, with any Grants or Investments RM. Following this, customers with any outstanding concerns they wish to complain about should follow the process at paragraphs 3.5 and 3.6.
SIB will only consider an ‘appeal’ if:
- we discover when investigating a complaint, that we did not correctly follow our procedures
- customers can show that SIB staff have misunderstood a significant part of an application
- customers can show that SIB staff did not take notice of relevant information
Here at SIB, we always aim to provide an appropriate level of feedback to unsuccessful applicants. Once applicants have addressed any issues/areas raised as part of this feedback they should check with the relevant RM as to whether it would be possible to
submit a further application, subject to the programme still being open, funds being available and deadlines for submission.
How to make a complaint?
Customers can make complaints to SIB in any form, whether in person, by telephone, or in writing by letter or e-mail. Customers are encouraged to send complaints to: firstname.lastname@example.org.
What is the process?
We have a two- stage process.
Stage 1 – SIB will acknowledge receipt of a complaint within three working days. The Complaints Administrator will contact complainants with details of the individual who will be investigating the complaint and then responding to the complainant. This will typically be the Manager of the department concerned who will aim to send you a substantive response within 10 working days.
Stage 2 – If customers remain unsatisfied with the initial response received and can outline the reasons why, they can request that the complaint be escalated to stage 2 of the complaints process. The Complaints Administrator will acknowledge this within three working days and will contact complainants with details of the individual who will be investigating the complaint and then responding to the complainant. This will usually be the relevant department Director or in some cases the Chief Executive. SIB aims to respond in 10 working days.
We may find that we can get your problem resolved quickly by an initial phone call on either of the complaint stages. However, if this is not possible SIB will make every effort to respond within our timescales but will keep you informed of any delay should our investigation take longer than anticipated.
If I do not want to make a formal complaint but would like to make a suggestion or general comment; how do I do this?
We are also interested in any comments that you may wish to make about any aspects of our service. If you have a Relationship Manager you deal with at SIB, please do raise with them in the first instance. You can also give us a call (on +44 (0) 20 3096 7900) or email us at email@example.com.
View the document: Customer Complaints Procedure >>