This procedure sets out the basis on which complaints are to be handled.
To ensure the correct identification of complaints, their subsequent analysis and the measures necessary to prevent a repeat, the following procedure will be followed. A complaint is a statement in which you express that something is unsatisfactory or unacceptable.
Complaints handling procedure
The AOIC has in place an effective internal complaint handling procedure for handling significant expressions of dissatisfaction, whether verbal or written and whether justified or not, about our members or the AOIC itself.
Set out below is the procedure we have put in place to ensure that complaints are handled fairly, effectively and promptly, and resolved at the earliest possible opportunity.
How to complain
You may make your complaint at any time and by any reasonable means (for example by letter, telephone, email or in person), although we would prefer you to contact us in writing, detailing the precise nature of your complaint, so that there can be no misunderstanding.
In the first instance, please send your complaint to:
The Office Manager
Association of Independent Celebrants
PO Box 116
Barton Upon Humber
Or email it to firstname.lastname@example.org
In the event that your complaint is in relation to the office manager, please address your complaint to the Chairman or email to email@example.com
How we will investigate your complaint
Once we have received your complaint, the Chairman or President (in the event of a complaint against the Chairman) will review it and decide upon what course of action, if any is required.
If necessary, they will appoint an independent member of the AOIC to investigate the matter further. If this is the case, we will write to you and confirm who will be handling your complaint. The appointed person will contact you to obtain any further information in order to allow them to investigate the matter fully. Once their investigations are complete, the independent member will report back to the Chairman or the President so they can decide on what, if any action is required.
How we will respond to your complaint
Within five working days of receiving your complaint we will send you a written acknowledgement.
Within a further five working days we will contact you again with further details about what action, if any we are going to take next. This may include giving you the name and relevant position of the person who will be investigating your complaint and when you can expect to receive a response.
Should we receive a complaint which we feel is not a matter for the AOIC to be involved with, or should more appropriately be referred to another organisation, we will advise you in writing within five working days of receipt of the complaint. Where possible, we will provide you with details of to whom the complaint should be directed.
Within thirty working days of receipt of your complaint
Within thirty working days we will send you a written response informing you of the outcome of review and any investigation that has taken place. This letter will detail the nature and terms of any action, which we may consider appropriate or, alternatively, our reasons for rejecting the complaint.
Inform you in writing of the reasons why we are not yet in a position to resolve your complaint and indicate when we will make further contact.
Within eight weeks of receipt of your complaint
Within eight weeks we will send you a written response informing you of the outcome of our investigation. This letter will detail the nature and terms of any offer of any action, which we may consider appropriate or, alternatively, our reasons for rejecting the complaint.
Inform you in writing of the reasons why we are still not in a position to make a final response to resolve your complaint and indicate when we expect to be able to make a final response.
At each stage we will also inform you that if you are dissatisfied with the response, you may refer your complaint and to whom.