Compliants Policy

Mission

Kerv has an obligation within our core values to ensure that the services we deliver to our clients and employees meet agreed expectations. We strive to provide the highest level of service and acknowledge that, on occasion, we may fall short. When this happens, we endeavour to rectify the situation as quickly and effectively as possible.  

Additionally, as a provider of telecommunications and internet services, Kerv is required to comply with Ofcom regulations regarding dispute resolution. If a complaint relating to these services is not resolved satisfactorily, the complainant has the right to escalate their issue to the Communications Ombudsman for independent review.  

Purpose

This policy is designed to demonstrate our commitment to resolving complaints fairly and efficiently. By addressing complaints, we aim to maintain high standards of service and improve client and employee satisfaction.  

• Improvement: Complaints are seen not just as feedback, but as valuable insights that drive systematic changes and enhance service quality.  
• Trust: Addressing complaints effectively builds and maintains trust with stakeholders by demonstrating accountability and responsiveness.  

Scope

This policy applies to all employees, contractors, and departments within Kerv, covering services and interactions provided across all our operations. It applies to both internal complaints (from employees) and external complaints (from clients or other stakeholders). This policy also applies to complaints related to telecommunications and internet services, ensuring compliance with regulatory obligations under Ofcom.  

Policy

• Fairness: All complaints are treated seriously and assessed without bias.  
• Confidentiality: We handle all complaints with the utmost respect for privacy and confidentiality.  
• Accessibility: The complaints process is straightforward, available online, and accessible to all stakeholders.  
• Transparency: We openly communicate complaint steps and outcomes.  
• Accountability: We take responsibility for managing complaints and use them as learning tools to improve service quality.  

Processes

Making a Complaint Complaints can be lodged through the following channels:  

• Dedicated email  
• Phone line  – 0330 1078 009 
• Kerv website complaint submission form  
• Account Managers or other appropriate Kerv employees  
• Internal HR management systems (for employee complaints)  

Complaint Handling Procedure  

• Acknowledgment: Complaints will be acknowledged within 48 hours of receipt.  
• Assessment and Investigation: Complaints will be reviewed impartially. Complainants may be contacted for clarification or additional details.  
• Resolution: We aim to resolve complaints within 10 working days. If additional time is required, the complainant will be informed of the revised timeline and updated regularly.  
• Feedback: Once resolved, the complainant will be informed of the outcome. If they remain dissatisfied, escalation options will be provided.  

Escalation and Review If a complainant is not satisfied with the resolution, they may escalate the complaint to senior management for re-evaluation.  

For telecommunications and internet services complaints, if the complainant remains dissatisfied, they have the right to escalate their issue to the Communications Ombudsman for independent review. Details on how to do this will be provided upon request.  

Record Keeping All complaints and their outcomes will be recorded securely. These records will be used to monitor trends, improve our services, and ensure transparency.  

Staff Responsibilities 

All staff members are expected to be familiar with the complaints handling process and to adhere to it when dealing with complaints. Staff are responsible for receiving complaints courteously, treating them seriously, and addressing them promptly. They must ensure that complaints are escalated appropriately according to the procedure outlined in this and/or any other associated policies. 

Staff should provide accurate and timely information to the Management Team to aid in any investigation and resolution of a complaint; whilst providing full cooperation during any investigation process. Furthermore, our employees are  expected and required to implement any corrective actions as directed by the Management Team. 

By adhering to these responsibilities, all employees (both management and otherwise) play a critical role in maintaining and enhancing the quality of service provided by the organisation; ensuring that all complaints are handled in a manner that is fair, transparent and effective. 

Responsibility 

Management Responsibilities  

• Oversee the complaint-handling process and ensure its effective implementation.  
• Provide necessary resources and training to employees managing complaints.  
• Monitor trends and take corrective actions to enhance service quality.  
• Report complaint handling performance and outcomes to the Executive Team and Board.  
• Ensure continuous review and improvement of the complaints process.  

Staff Responsibilities  

• Be familiar with the complaints handling process and follow it diligently.  
• Receive complaints courteously and escalate them as per procedure.  
• Cooperate fully in complaint investigations and provide accurate information.  
• Implement corrective actions as directed by management.  

Legal Responsibilities
Kerv complies with all statutory obligations related to service delivery and dispute resolution, including Ofcom regulations for telecommunications and internet services.  

Self-Imposed Expectations
As part of our customer satisfaction and service quality initiatives, Kerv is committed to upholding the highest standards in complaint resolution and transparency.  

Contractual Obligations
Many of our customer agreements include specific dispute resolution clauses that must be adhered to, in addition to any self-imposed standards or regulatory requirements.  

External Assurance
Kerv commits to independent verification of compliance with external standards and best practices by partnering with organizations that provide independent assurance and regulatory oversight.