Complaints Policy

Introduction

OKS Group Limited is committed to providing exceptional services and fostering a workplace environment that values feedback from both employees and clients. This policy outlines the procedure for raising, addressing, and resolving complaints to ensure transparency, fairness, and continuous improvement. This policy applies to all employees, clients, and stakeholders engaging with OKS Group Limited. It covers complaints related to service quality, employee conduct, workplace conditions, and any other matters requiring resolution.

1. Principles

Confidentiality: All complaints will be handled in a confidential manner to protect the privacy of all parties involved.
Fairness: Complaints will be addressed impartially and without prejudice.
Transparency: The complaints process will be clear and accessible.
Timeliness: Complaints will be resolved as promptly as possible.
Accountability: OKS Group Limited shall ensure that lessons are learned and improvements made where necessary.

2. Making a Complaint

Complaints can be submitted in writing, verbally, or via email to the designated point of contact:

For Employees: Submit complaints to your line manager or directly to the HR Department.
For Clients: Submit complaints via email at info@oksgroup.co.uk or a written complaint to Unit 12 Riverbridge Business Centre, Rhymney River Bridge Road, Cardiff, Wales, CF23 9FP.

3. Complaint Submission Requirements

When submitting a complaint, please include the following information:

Your full name and contact details.
A clear description of the issue, including relevant dates, times, and individuals involved.
Supporting evidence, if applicable (e.g., emails, documentation).
Desired outcome or resolution.

4. Complaint Handling Process

Step 1: Acknowledgment

Complaints will be acknowledged within 5 business days of receipt.
Acknowledgment will include the name and contact details of the person handling the complaint.

Step 2: Investigation

An impartial investigation will be conducted to gather relevant facts and review the circumstances surrounding the complaint.
This may involve interviewing parties involved and reviewing documentation.
The investigation will be completed within 10 business days, where possible.

Step 3: Resolution

The findings and proposed resolution will be communicated in writing to the complainant within 5 business days after the investigation concludes.
Resolutions may include corrective actions, apologies, policy changes, or other measures to address the issue.

Step 4: Escalation (if necessary)

If the complainant is dissatisfied with the resolution, they may request a review by a senior manager or the designated complaints officer.
Escalated complaints will be reviewed within 10 business days of the request.

Step 5: Final Decision

The final decision will be communicated in writing, and no further escalation will be possible within the company. However, clients or employees may seek external recourse, as outlined below.

5. External Recourse

If a complaint cannot be resolved internally, the following external bodies may be contacted:

For Clients: Refer to an industry regulatory body (e.g., Financial Conduct Authority, if applicable).
For Employees: Raise the matter with ACAS (Advisory, Conciliation and Arbitration Service) or seek legal advice through an employment tribunal if necessary.

6. Monitoring and Review

All complaints will be logged and monitored to identify patterns or recurring issues.
OKS Group Limited shall conduct an annual review of complaints to improve processes and service delivery.

Contact for Complaints Policy Queries

For any questions regarding this policy, please contact us:

Email: info@oksgroup.co.uk
In Writing: Clients can submit a written complaint to Unit 12 Riverbridge Business Centre, Rhymney River Bridge Road, Cardiff, Wales, CF23 9FP

OKS Group Limited is committed to addressing complaints constructively and fostering trust through transparent and fair practices.

Last Updated: January 2025