Compliments and Complaints Policy and Procedure for

  1. Our Aim

MAVIS AMANKWAH (MA) AND HER STAFF (Team MA) are committed to providing a quality service and working in an open and accountable way that builds trust and respect. We can continue improving our services by listening and responding to our client’s feedback, particularly by responding positively to complaints and putting mistakes right.

Therefore we aim to ensure that:

  • Filing a compliment or complaint is as easy as possible
  • We encourage compliments, feedback and suggestions
  • We treat a complaint as a clear expression of dissatisfaction with our service, which calls for an immediate response
  • We deal with it promptly, politely, and, where appropriate, confidentially
  • We respond in the right way – for example, with an explanation, an apology where we have got things wrong, or information on any action taken etc.
  • We learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally and dealt with quickly.

Our aims are to:

  • resolve informal concerns quickly
  • keep matters low-key
  • enable mediation between the complainant and the individual to whom the complaint has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from community members about our services, facilities, staff and volunteers.

  1. Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction. This would include complaints expressed face to face, via phone call, in writing, via email or any other method.

All our staff’s trained with the knowledge and ability to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

  1. Purpose

Nothing makes us happier than to hear from people who are satisfied with the services we offer.  All compliments are recorded and acknowledged, and a copy is sent to the relevant service manager to provide feedback to the staff member or service.

We also use compliments on our website and social media as testimonials to help sell our products and services. If you’ve given us praise but want to remain anonymous, please email

  1. Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

  1. Responsibilities

Team MA’s responsibility will be to:

  • acknowledge the formal complaint in writing;
  • respond within a stated period;
  • deal reasonably and sensitively with the complaint; and
  • take action where appropriate.

A complainant’s responsibility is to:

  • bring their complaint, in writing, to Team MA’s  attention generally within 4 weeks of the issue arising;
  • raise concerns promptly and directly with a member of staff in WLM
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow WLM a reasonable time to deal with the matter, and
  • recognise that some circumstances may be beyond Team MA’s control.
  1. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Team MA maintain confidentiality. However, depending on the nature of the complaint, it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

  1. Complaints Procedure:

Written records must be made by Team MA at each procedure stage.

We have a quick and easy form for you to fill out a complaint, click here to access it.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the public member should be advised that a formal complaint may be made, and the following procedure should be explained. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

  1. A formal complaint can be made either verbally or in writing. If in writing, the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.
  2. In all cases, the complaint must be passed on to the Marketing Manager, Anthony Fissler (; if the complaint is about Anthony, this must be passed on to the Managing Director, Mavis Amankwah (
  3. Depending on the nature of the complaint, Anthony or Mavis must acknowledge the complaint in writing within one week of receiving it.
  4. One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
  5. The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible, then a letter must be sent explaining why.

Stage 3

  1. If the complainant is not satisfied with the above decision, the board of Senior Executives will be convened.
  2. The Senior Executives will examine the complaint and may wish to carry out further interviews, examine files/notes. They will respond within four weeks in writing, and their decision will be final.

[Policy Adopted: 01/01/2019] [Policy Last Reviewed and Updated: 21/10/2021]

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