Complaints Policy
Introduction
This complaints policy (“Policy”) outlines the process of addressing and resolving complaints at SHE. We are committed to providing you with high-quality services, and your feedback is valuable in ensuring continuous improvement.
Definition of a complaint
- An individual or organization (external to SHE – services in health economics) who wishes to make a complaint about SHE, its services, or its employees. This includes (but is not limited to) clients, research participants, suppliers, contractors, or subcontractors.
- A complaint is any expression of dissatisfaction by an individual or organization, whether justified or not.
Anyone may raise a complaint if they feel that we have:
- Failed to provide a service or an acceptable standard of service or if we have made a mistake in the way the service was provided
- Failed to act in a proper way
- Provided an unfair service
This policy and procedure relate only to complaints received about SHE – Services in health and economics, its services, or employees.
Concern or Complaint
- It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the development into formal complaints.
- In the first instance, we recommend that you speak with your key contact at SHE (for example the Project Manager) as soon as possible, so they can quickly understand your concerns and try to put things right.
- If you are not happy with the response to your concern and/or you want to make a formal complaint, please follow the procedures below.
Complaints Procedure
- Complaints should normally be made within 12 months of an incident or of the matter coming to your attention.
- If you’re complaining on behalf of someone else, please include their written consent with your letter (if you’re making your complaint in writing) as this will speed up the process.
However, consent is not required if you’re making a complaint in the name of:
- A deceased person
- Someone who lacks the capacity to make their own decisions
- A child
Submitting a complaint
If you have a complaint, please follow these steps so we can help you better:
1 Contact us:
- Reach out to us via info@she-consulting.be or (+32) 468 51 44 27.
- Provide details about the nature of your complaint, including relevant information such as dates, individuals involved, and any supporting documents.
2 Complaints Acknowledge
- Upon receiving your complaint, we will acknowledge it promptly and usually within 24 hours.
3 Investigation
- Our team will conduct a thorough investigation into the matter, considering all relevant information.
4 Resolution
We aim to resolve the complaints as quickly as possible. Remember it can take some time because we are no robots and will work hard to find a solution. You will be informed of the outcome and any proposed resolutions.
Escalation
If your complaint involves a specific department of service, you may request to speak with a supervisor.
Formal written complaint
If the issue persists, you can submit a formal writing complaint, clearly outline the details and steps taken to address the matter. This can be sent to info@she-consulting.be.
Feedback and continuous Improvement
We value your feedback, and all complaints contribute to continuous improvement. Your experiences help us identify areas for enhancement and ensure the highest standards of services.
Confidentiality
All complaints will be treated with confidentiality. Information shared during the complaint process will only be disclosed to individuals involved in the investigation and resolution.
Contact Us
If you have any questions about our Complaints Policy, please contact us at info@she-consulting.be or (+32) 4 84 06 42 10
Policy Updates
We may update this Complaints Policy to reflect changes in our processes or feedback mechanisms. Please check regularly for updates.