Our Commitment
Activfirst is committed to providing high-quality services to all customers, partners and stakeholders. We value feedback and take all complaints seriously. Complaints provide an
opportunity to resolve concerns fairly and to learn from our mistakes so that we can continually improve our services.
We aim to handle all complaints positively, objectively and promptly, working towards a resolution that is satisfactory for all parties involved.

What Is a Complaint?
A complaint is an expression of dissatisfaction about:
• The services provided by Activfirst
• The behaviour or conduct of our employees
• Any aspect of our operations or delivery

This procedure ensures that all complaints are handled in a consistent, transparent and appropriate manner.

Making a Complaint
We encourage complaints to be raised as soon as practicable, so that concerns can be investigated and resolved quickly.
Stage 1: Informal Complaint
Where possible, we aim to resolve complaints locally and informally.
• Informal complaints may be made verbally or by email
• Minor issues can often be resolved quickly by the staff member or manager involved
• If the complainant is satisfied with the outcome, no further action is required
If an informal complaint is not resolved to the complainant’s satisfaction, it may be escalated to a formal complaint.
Stage 2: Formal Complaint
If the complaint is more serious, complex, or cannot be resolved informally, the complainant should submit a formal complaint.
How to Submit a Formal Complaint:
• Complaints should be made in writing where possible
• If this is not possible, a complaint may be made by telephone
• Complaints should normally be addressed to the relevant Line Manager or Department Manager
If the complaint involves the Line Manager, it should be directed to the relevant Head of Department. Contact details for the appropriate manager will be provided on request.

Confidentiality and Anonymous Complaints
Anonymous complaints will not normally be investigated, as this may prevent a fair and thorough investigation.
Complaints cannot always remain confidential due to the nature of investigations
Where possible and requested, Activfirst will take reasonable steps to protect the complainant’s identity.

Acknowledgement and Investigation
All formal complaints will be acknowledged within 5 working days of receipt; acknowledgement will normally be made in writing.
The complaint will be investigated by the Line Manager or an appropriate senior manager.
The investigating manager will review the facts, speak to relevant parties where necessary, and seek a fair resolution.

Outcome and Response
Activfirst will aim to provide a written response within 15 working days of receiving the complaint. If this timescale cannot be met, the complainant will be informed of progress and given a
revised timeframe.
The response will outline:
– The findings
– Any actions to be taken
– Any improvements identified
All complaints and correspondence will be recorded and shared with the relevant Head of Department.

Meetings
Where appropriate, or if the complaint is more serious, the complainant may be invited to a meeting to discuss the matter in more detail. A written response will be provided within 15 working days of any meeting, and the response will confirm the outcome and any agreed actions.

Appeals Process
If the complainant is not satisfied with the outcome, they have the right to appeal.
Stage 3: Appeal to Head of Department
• Appeals must be made in writing
• The Head of Department will decide whether further investigation is required
• A response will be provided within 15 working days
If no further investigation is undertaken, the reasons will be clearly explained.

Stage 4: Final Appeal to Company Director
If the complainant remains dissatisfied, they may appeal in writing to the Company Director within 10 working days of receiving the previous response.
The Company Director will review all evidence, a meeting may be offered where appropriate, and a final response will be provided within 15 working days; the decision of the Company Director is final.

Monitoring and Continuous Improvement
All complaints are logged and monitored. Line Managers regularly report to the Head of Department and/or Company Director on:
– Number and type of complaints
– Status and outcomes
– Actions taken and improvements made
Reports do not breach confidentiality but ensure that:
• Complaints are handled effectively
• Trends are identified
• Service improvements are implemented

Staff Awareness and Training
All staff are made aware of this Complaints Procedure and managers ensure employees understand their responsibilities. New staff are introduced to the procedure as part of induction