Holmes Farsight shall maintain a system to record and manage complaints. This shall ensure that all staff know what to do when a complaint is received and that all complaints are investigated fairly and in a timely manner.

The system shall:

  • Ensure that our process proactively acknowledges, considers and responds to all complaints;
  • Afford the appropriate levels of objectivity and fairness to all parties; and
  • Enable complaints to be prioritised; and
  • Provide remedies proportionate to the issues raised; and
  • Enable complaints to be systematically and accurately logged and tracked