Complaints procedure

This procedure relates to complaints regarding the operation of GBN.

1. Purpose

This procedure is designed to:

  • Set out a clear route for handling complaints about the operations, policies, and procedures of Great British Nuclear (GBN).

  • Ensure complaints are dealt with promptly and thoroughly and that the outcomes are communicated in a timely manner.

  • Make efficient use of the information collected as management information so that lessons can be learned.

2. Scope

This procedure relates to complaints regarding the operation of GBN. The procedure does not apply in relation to the investigation of staff grievances or harassment matters, or complaints relating to the outcome of a request for information.

3. Roles and Responsibilities

Role Responsibility
Management System and Knowledge Lead Acknowledge the complaint within five working days, investigate the complaint and provide a response to the complaint within 20 working days.
Head of Legal Provide advice where the complaint may result in a legal claim. Chair the complaints panel to review responses to complaints whereby the complainant is not satisfied and has requested an appeal.

4. Terms and Acronyms

Acronym/Term Meaning
Complaint A complaint is classified as a note of dissatisfaction with the operation of GBN, either verbal or written.

5. Procedure

5.1. Verbal complaints

  • 5.1.1. It should be possible to deal with the majority of oral complaints at the time they are made, either by the person receiving them or by referring the complainant immediately to another member of staff.

  • 5.1.2. Any member of staff receiving an oral complaint (in person or by phone) should record the name, address, other contact details of the complainant, brief summary of the complaint and resolution and send to the Complaints Coordinator email.

  • 5.1.3. If an oral complaint cannot be dealt with immediately, the procedure for written complaints should be followed.

5.2. Written complaints

  • 5.2.1. Any member of staff receiving a written complaint (by letter or e-mail or any other written means of communication) should scan the document and send it to the Complaints Coordinator email address.

  • 5.2.2. A written acknowledgement will be sent to the complainant within five working days.

  • 5.2.3. If further information is needed from the complainant to resolve a complaint, this will be requested from the complainant in writing.

  • 5.2.4. The Management System and Knowledge Lead will then undertake an investigation by contacting or speaking to all those involved and seeking evidence.

  • 5.2.5. Depending on the outcome of the investigation, a non-conformance report may be raised to track the actions coming from the investigation.

  • 5.2.6. A response to the complaint will be sent to the complainant 20 working days from receipt of the complaint.

  • 5.3.1. Complaints which have any possibility of litigation will be referred to the Head of Legal. The possibility of litigation will not prevent an internal investigation into the cause of the complaint to uncover any faults and prevent possible recurrence, but the investigation of the complaint will be undertaken in accordance with advice from the Head of Legal.

  • 5.3.2. The complaints procedure will be stopped if the complainant indicates an intention to take legal action in respect of the complaint.

5.4. Complaints which may be deemed whistleblowing

  • 5.4.1. Where a complaint is received and is deemed to be classed as whistleblowing (allegations of fraud for example), then the procedures outlined in the whistleblowing policy will be followed and recorded as such.

5.5. Criminal proceedings

  • 5.5.1. Where allegations in a complaint received may constitute a criminal offence, the Chief Executive (or a nominated director in their absence) will be informed and an initial investigation will be carried out, under the direction of internal audit.

  • 5.5.2. Where the investigation shows sufficient evidence to substantiate the initial allegation, the police will be notified, and they will deal with it accordingly.

5.6. Appeal procedure

  • 5.6.1. If a complainant is not satisfied with the response following the investigation of the complaint, they may appeal.

  • 5.6.2. The appeal should send to the Complaints Coordinator email, and will be referred to the Head of Legal who chairs the Complaints Panel and appoints the review panel team. If the Head of Legal is conflicted, for example, through previous involvement, then the Head of Internal Audit will chair the panel.

  • 5.6.3. An acknowledgement letter will be sent advising the complainant that a panel will review the appeal and the timescales for the appeal.

  • 5.6.4. The appeal will be handled by the appointed review panel made up of independent members, who will investigate the complaint again and reach either a new decision or confirm the original decision (in part or in full).

  • 5.6.5. The complainant will be advised of the outcome of the appeal in writing. If the review timescale cannot be met, the complainant should be advised in writing.

  • 5.6.6. The Head of Legal will consider if the investigation raises issues which should go to the Executive for discussion.

5.7. Timescales for resolving complaints

  • 5.7.1. Verbal complaints should be dealt with on receipt wherever possible.

  • 5.7.2. Written complaints and appeals should be resolved within 20 working days of issuing the acknowledgement.

  • 5.7.3. Complaints which cannot be resolved within 20 working days, will be notified to the complainant with an estimated date for completion.

6. References

Reference Title
GBN-Legal-PR-004 Information Request (FOI/EIR) procedure
GBN-Legal-PO-002 Whistleblowing policy
GBN-HR-PO-008 Grievance policy

7. Appendices

None

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