Chels Petals Terms & Conditions
Chels Petals Terms & Conditions
The owner, Michelle Stone trading as Chels Petals. “We”, "I", “Us” “Owner” and “Our” mean the supplier of the goods & services.
Whenever the term “hirer” or “Client” is used; this is the person who is named on the invoice and who has made the booking. “You” or “Your” or “Hirer” means the hirer of the goods. The Hirer is the lead name on the invoice.
The “Goods and items" mean all goods to be hired by Chels Petals to you. Hired goods shall be all items listed on the invoice/Proposal. At all times the hired goods shall remain the property of Chels Petals.
Hire goods are for inside use only unless previously agreed.
Silk & Fresh Flower Bouquets purchased must be stored in a cool, dry place and avoid direct sunlight. Where colour matching has been used, the client understands that there is a small chance of transference of residue as discussed in the consultation.
Chels petals will always try and match the clients colour preferences; Chels Petals accepts no liability for any differences in tones, shades; the client identifies that colours may vary and can be distorted through electronic devices.
Fresh flowers are delicate and should be treated with care; flowers should remain in the transport vessel until time of use. Chels Petals is not liable for the conditions of the flowers once they have left our care and has been accepted by the client.
Chels Petals warrants that the Services will be performed in conformity with reasonable floral industry standards. Except for the foregoing, Chels Petals makes no express or implied warranties including without limitation a warranty of merchantability or a warranty of fitness for a particular purpose. The Client acknowledges that flowers and plants are natural products and are subject to seasonal availability. Chels Petals reserves the right to make substitutions based on quality and freshness of flowers and plants in its sole discretion.
We shall make our best efforts to supply you with the goods requested, but we reserve the right to supply you with alternative goods due to changing markets, stock levels and suppliers. The hirer will be kept updated through consultations.
If any details on your invoice are incorrect, please inform us as soon as possible. Any bookings that are cancelled within the specified allotted time or with the wrong items delivered due to lack of communication will still require full payment.
The hire period is for up to 24 hours. This does include the day of delivery and collection unless previously agreed.
A £50 non refundable booking fee and a signed Terms & Conditions contract form is required at the time of booking to secure the date of your event. Please note that the bookings of services are not finalised until the total balance has been paid in full.
The first consultation is free, any subsequent consultations or “walk through” will occur a fee of £25 per hour. Your mood board design is provided free of charge for viewing at your consultation, once the booking fee is paid an electronic copy will be available at the clients’ request but remains the property of Chels Petals. Any subsequent redesigns will occur an hourly fee of £25 per hour. Chels Petals welcomes any further questions via Email; the client understands that we operate a fair Email policy, if the frequency exceeds the fair Email policy, each Email may occur a fee. Please note we respect our clients privacy, Chels Petals will not correspond with clients’ friends or family members.
Final payment is due four weeks prior to the event. If we have not received payment in full or are unable to contact you, we will presume that our services are no longer required, items will not be supplied and the hirer will lose their booking fee and all monies paid to Chels Petals are non-refundable. The client understands this is a custom order; any late payments may affect original flower choices and will occur late payment fees of £10 per day until full payment is received. Flowers will not be ordered for dispatched until full payment is received.
The hirer must inform Chels Petals of any alterations to your booking/order or venue and confirm final numbers/amounts no later than four weeks prior to the event. Any reduction in the original design price is limited to a maximum of 10% of the total cost. E.G. if the original contracted total was £10,000 than a reduction of £1000 or less would be allowed prior to the final balance.
Any alterations/number increase will be subject to availability and additional costs will occur.
Chels Petals must be notified by the hirer of any cancellations in writing via post or email. Chels Petals will then acknowledge receipt of your notice to cancel. All booking fees and monies paid are non-refundable. Any cancellations made within four weeks of the event date will still require full payment.
The hirer will be held responsible for all hired goods and will be responsible for each lost or damaged item. Any missing items, irreversible damage, or damage through mistreatment to any hire goods will incur a fee. The charges for each damaged or missing item will be triple the hire cost. We also reserve the right to charge you for any loss in bookings as a result of the missing or damaged goods payable within 14 days of your event date.
Chels Petals has obtained liability insurance. It is the responsibility of the hirer to ensure that the hired items are used safely and kept in good condition throughout the hire period. Please liaise with your event coordinator that the hirer is still responsible for any staff removing, breakages and storing items ready for collection.
Limitation of Liability. In no event shall Chels Petals be liable for any special indirect or consequential damages, whether based on contract, tort or other legal theory, even if the client has been advised of the possibility of such damages the maximum amount for which Chels Petals may be liable in connection with this Agreement is limited to the amount actually paid by the Client to Chels Petals under this Agreement.
Items and services provided by Chels Petals will be Photographed and verbally discussed with the day-of coordinator or lead name on the invoice for approval and to be signed off prior to the event; if for any reason the hirer is dissatisfied with items or service provided, Chels Petals must be informed immediately before leaving site to be able to adjust to meet the hirer satisfaction.
Please note that some sweets or desserts may contain or have traces of nuts or nut oils, or may have been made alongside other products containing nuts. Chel’s Petals cannot be held responsible for any issues resulting from food allergies.
Clients should ensure that children are suitably supervised at all times around hired items to avoid the risk of potential harm and/or choking. Chels Petals cannot be held responsible for any safety issues which might occur from the use of our equipment, consumables or the consumption of confectionery, desserts left at the venue.
Industry Standard Delivery/set up/breakdown/ fuel/mileage services charge applies.
If Breakdown Services have been contracted, Chels Petals will return to pick up any Hire items, dismantle installations and remove any items listed in the Proposal that remain at the end of the evening. Client is responsible for removal of all flowers and non-hired containers, if breakdown services are not previously arranged.”
Chels Petals reserves the right to use any photography of events for promotional purposes unless otherwise advised by the hirer. Any images used for marketing purposes by Chels Petals are copyright free and/or relevant license obtained.
Force Majeure. Chels Petals shall not be liable for any failure to perform or delay in performance due hereunder as a result of any event beyond its control including, but not limited to, weather, natural disasters, acts of God, governmental actions, strikes, wars, terrorist actions, failure of communication lines or Internet service etc.
If you wish to reschedule your event, it can be reinstated at a mutually agreeable future date; the new date is subject to a new contract and an additional rescheduling fee of £500.
It is understood that Chels Petals will act as the sole & exclusive Floral Designer for your event. By signing this contact, the client agrees that no other person or company, professional or otherwise, shall provide fresh or artificial floral products, or any other design element in relation to the flowers without prior expressed permission for clients’ event, ceremony or reception without the consent of Chels Petals.
Please do not hesitate to contact us if you have any questions on any of the above terms and conditions of this contract.
Chels Petals Privacy Policy
1.1
Chels Petals cares about protecting the privacy of our customers and users. We have therefore set out this privacy policy which describes how we collect, use, disclose, transfer and retain information, including your personal data, when using our website ( http://www.chelspetals.co.uk) Personal data means all kinds of information that directly or indirectly may identify a living person (Personal Data).
1.2
Chels Petals know that privacy and security is a major concern. We have set out our procedures we use for safeguarding your personal data. Please read this Privacy Policy and check periodically, as it could change from time to time. We reserve the right to amend our Private Policy, whilst keeping it within all appropriate legislation and guidelines. This Privacy Policy adheres to the guidance set out by The EU General Data Protection Regulation (GDPR)
1.3
By using our Services, you acknowledge and accept the terms and conditions of this Privacy Policy and also give your express consent to the processing of your Personal Data as outlined below.
2. COLLECTION OF INFORMATION AND PERSONAL DATA
Subscriptions
2.1
When you subscribe to our newsletter and/or services, we collect information regarding your name, email address and country/location of origin. If you use your Facebook account via Facebook Connect to access the Service, you authorise us to collect your user name and other information that may be available through your Facebook account, including your name, country, e-mail address, date of birth and gender. Chels Petals only collects such information which you have made available to us according to your Facebook privacy settings. We may store and use this information for the purposes outlined below in section 3 below.
Usage of the Service
2.2
When you visit our website, we collect technical information, including e.g. the visited URLs, your IP-address, unique device ID (UID), browser type and version, operating system and which version of the Application you use. We also use cookies and similar technologies to collect this information, please see section 7 below.
Payment Information
2.3
If you purchase items or use any of Chels Petals services, we also collect such information necessary in order to process your payment, including name, address and financial details. We may also retain information regarding your transaction history. In order to process payments we may use third party service providers, please see section 5.5 below. Such third party service providers may only process your Personal Data in accordance with our instructions and they are also liable to take technical and organisational measures to protect the personal data as we are committed to.
Surveys, Contests and Similar
2.4
If you participate in surveys, contests and similar activities which we conduct, we may collect additional information as set out in or required for those activities. This additional information may be combined with e.g. information you have provided when you subscribed or otherwise provided as a result of your usage of the Service and with information from public sources.
3. HOW WE USE THE COLLECTED INFORMATION
3.1
We may use the collected information, including your Personal Data, in order to give you access to the Service and the Website, in order to manage the customer relationship, to carry out customer analysis, to ensure that the Service and the Website operates properly, to develop and improve our Service and Website, and to understand how users access and use our Service and Website. Furthermore, we may use the information in order to communicate with you regarding our Service and Website. We may also use the information for direct marketing purposes and for other purposes set out in this Privacy Policy.
3.2
we may process your Personal Data if it is necessary in order to:
• comply with applicable law and regulations and lawful regulatory requests or relevant orders from competent courts
• protect and defend our rights, our property or our interests
• protect our customers and users.
4. SECURITY
You recognise that the Internet is not a 100% secure Platform for communication and accordingly, we cannot guarantee the security of any data you send to us (or we send to you) via the Internet. We are not responsible for any damages which you, or others, may suffer as a result of the loss of confidentiality of such information.
Chels Petals takes every precaution to safeguard your information. All personal data stored by us is kept in a secure environment. The computer on which work is conducted on is encrypted and password protected, data held in the cloud is password protected and held on encrypted systems and third-party software (such as Mailchimp and google) have their own security systems.
We are committed to protecting our customers' and users' information and Personal Data. Chels Petals takes appropriate technical and organisational security measures in accordance to the ICO guidelines.
The risks of a breach are minimal due to the precautions mentioned above and security systems are always up to date.
Breaches will be identified, reported, managed and resolved according to the ICO guidelines to protect your Personal Data against loss, theft, unauthorised access to or processing of your Personal Data as well as against accidental destruction, loss, alteration and disclosure of your Personal Data.
Chels Petals data is held for only as long as necessary. We store sensitive data whilst services/items are in progress and up to 28 days afterwards. Email addresses stored via Mailchimp until consent is withdrawn. Re-consent is requested every 2 years. Information required for tax and legal requirements are held for 6 years as a requirement by law.
We do not process your card details ourselves, they are processed by PayPal. Please see PayPal’s privacy policy for their information.
5. DISCLOSURE OF INFORMATION TO THIRD PARTIES
5.1
Chels Petals may disclose the information we have collected, including Personal Data, to various third parties as follows.
Delivery Companies
5.2
In order to provide the Service, Chels Petals may use various third-parties to delivery your items, such as The Royal Mail or Hermes. Chels Petals shares certain information, including Personal Data, e.g. Name and address. The third-party delivery companies will have their own privacy policy for information about how they process and store your Personal Data.
Sharing with Facebook and other Similar Services
5.3
We may share your e-mail address with social network platforms for marketing purposes in order to identify users on these platforms which may be interested in the Service.
Third Party Service Providers
5.4
We may disclose your Personal Data to various third party service providers in order to e.g. communicate with you through newsletters and similar (e.g. for direct marketing purposes), to process your payments, to provide customer service or in order to conduct customer surveys or satisfaction surveys. These third party service providers may only process your Personal Data in accordance with our instructions. They are also liable to take technical and organisational security measures to protect your Personal Data.
Others
5.5
Chels Petals may also disclose your Personal Data in circumstances other than those listed above if it is necessary in order to:
1. comply with applicable law and regulations and lawful regulatory requests or relevant orders from competent courts
2. protect and defend our rights, our property or our interests, such as in a legal dispute
3. protect our customers and users.
6. CHILDREN
6.1
We do not deliberately collect Personal Data from children under the age of 16. If you are under 16 years old you must have your parents' guardians' consent in order to use the Service. If it comes to our knowledge that we have collected Personal Data from a child under the age of 16, without the parents' or guardians' consent, we will take measures to delete the collected Personal Data collected.
7. USE OF COOKIES AND OTHER TRACKING TECHNOLOGIES
What Are Cookies?
7.1
We use cookies on our Website. A cookie is a text file which is sent from a web server to your browser and stored on your computer, smart phone or tablet when you visit a web site. Cookies are used for example to show custom web pages to visitors or to collect statistics. If your web browser is set to accept cookies, the information will be stored on your device until the specified expiration date of respective cookie. Cookies do not contain any information that could be used by others to identify you personally, nor do they contain any confidential details such as your email address or payment details. Chels Petals assure you that they are safe and recommend they are switched on.
The Cookies That We Use
Strictly necessary cookies
7.2
Some cookies are strictly necessary in order to enable you to move around the website and use its features. Without these cookies, we will not be able to determine the number of unique users of the site or provide certain features and may limit the functionality of your browsing experience.
Statistics
7.3
These cookies are used to measure and collect information regarding how the users use the Website and the Service. Chels Petals uses this information to produce reports and in order to continuously improve and develop our Website and Service. For this purpose we use 1&1 and Google Analytics, a web analytics service. The information collected will be transmitted to 1&1 and Google for producing visitor reports and stored on 1&1 and Google’s servers.
Functional cookies
7.4
These cookies allow us to customise the Website and the Service in accordance with your preferences, for example to remember your username or country of origin.
7.5
Below is a list of the cookies that we currently use:
• Facebook Messenger – where an order or quotations has taken place
• Google Analytics – Measures the number of visits to the website
• Optimizely – A Tool for measuring the number of visits to the website
• 1&1 – our website management company
Other similar technologies
7.6
In addition, similar to cookies, we may use clear GIFs (i.e. web beacons, web bugs or pixel tags), in connection with our Website and Service to, among other things, track the activities of site visitors, help us manage content, and compile statistics about site usage. We and our third party service providers may also use clear GIFs in HTML emails to our customers, to help us track email response rates, identify when our emails are viewed, and track whether our emails are forwarded or deleted.
Tracking Across Third-Party Sites
7.7
We do not track users across third-party websites or online services. We use, however, certain third-party analytics providers, such as 1&1 and Google Analytics, and these third parties may combine the information they have collected via our Website and Service with the information they have collected on other third party sites and services. However, we do not permit them to collect name, contact information or Personal Data from you on our Website or in the Service.
Consent to our use of cookies and similar technologies
7.8
By visiting our Website and accessing the Service, you expressly give your consent to our use of cookies and similar technologies for the purposes described above. Should you not wish that cookies are stored on your computer, smart phone or tablet, you may change your browser settings to disable cookies. Please note, however, that if you choose to disable cookies some parts of the Website and/or the Service may not work properly or at all.
8. USE OF LINKS
8.1
Note that our Website may include links to websites of third parties. Our Privacy Policy does not apply to these websites. Chels Petals do not take any responsibility for how these websites handle your Personal Data.
9. RETENTION OF PERSONAL DATA
9.1
Chels Petals retains your Personal Data for the time necessary to fulfill any of the purposes of our processing of your Personal Data as outlined in this Privacy Policy or to comply with law, regulations, regulatory requests and relevant orders from competent courts.
10. ACCESS TO PERSONAL DATA
10.1
The Data Protection Act 1998 gives you the right to request information of your Personal Data that is being processed by us free of charge by sending a written signed application to Chels Petals please see section 12 below for contact details.
10.2
You may also at any time oppose to our further processing of your Personal Data for direct marketing purposes by notifying us and can unsubscribe at any time.
10.3
You have the right to complain if you feel that your personal information has been mishandled. Chels Petals encourages you in the 1st instance to follow our Complaints procedures; however, you are entitled to complain directly to the Information Commissioner’s Office (ICO). www.ico.org.uk
11. CHANGES AND AMENDMENTS TO THE PRIVACY POLICY
11.1
Chels Petals may amend or modify this Privacy Policy from time to time. If any substantial amendments are made to this Privacy Policy, we will notify you. Notification is sent to you via the contact information provided by you; at least thirty (30) days prior to the changes enter into effect. Upon any substantial changes to the Privacy Policy, you will be asked to accept the new terms and conditions the next time you use our Service.
If you have subscribed to receive our newsletter offering new items, services, discounts and freebies, you may unsubscribe and have the right to be forgotten at any time. Chels Petals will never spam you or sell your Email address to third-parties.
12. CONTACT US
12.1
Chels Petals is the controller of your Personal Data processed under this Privacy Policy
12.2
If you have any questions or concerns about our processing of your Personal Data or in relation to this Privacy Policy, please contact us at the following address:
Michelle Stone – Trading as Chels Petals
126 Bute Street, Cardiff. CF10 5LE
E-mail: ola@chelspetals.co.uk
Last updated: 17/05/2018
Chels Petals Complaint Handling Policy
1. Introduction
1.1 Purpose
This policy is intended to ensure that Chels Petals handle complaints fairly, efficiently and effectively.
Our complaint management system is intended to:
• enable Chels Petals to respond to issues raised by people making complaints in a timely and cost-effective way
• boost public confidence in Chels Petals administrative process
• Provide information that can be used by Chels Petals to deliver quality improvements in our products, services, and complaint handling.
This policy provides guidance to people who wish to make a complaint on the key principles and concepts of our complaint management system.
1.2 Scope
This policy applies to receiving or managing complaints from the public made to or about Chels Petals, regarding our products, services, and complaint handling.
1.3 Organisational commitment
Chels Petals are committed to fair, effective and efficient complaint handling. The following outlines the nature of the commitment expected from Chels Petals and the way that commitment should be implemented.
Who/Commitment/How
Michelle Stone
Sole Trader Promote a culture that values complaints and their effective resolution Report publicly on Chels Petals complaint handling.
Provide adequate support, direction and responsible for handling complaints.
Regularly review reports about complaint trends and issues arising from complaints.
Support recommendations for product service and complaint handling improvements arising from the analysis of complaint data.
Michelle Stone
Sole Trader Demonstrate exemplary complaint handling practices Treat all people with respect, including people who make complaints.
Assist people make a complaint, if needed.
Comply with this policy and its associated procedures.
Keep informed about best practice in complaint handling.
Implement changes arising from individual complaints and from the analysis of complaint data.
Michelle Stone
Sole Trader Understand and comply with Chels Petals complaint handling practices. Treat all people with respect, including people who make complaints.
Implement Chels Petals complaint handling policies and procedures.
Assist people who wish to make complaints access the Chels Petals complaints process.
Be alert to complaints resolve matters promptly.
Implement changes arising from individual complaints and from the analysis and evaluation of complaint data.
2. Terms and Definitions
2.1Complaint
Expression of dissatisfaction made to or about us, our products, services,
or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.
A complaint covered by this Policy can be distinguished from:
• code of conduct complaints
• responses to requests for feedback about the standard of our service provision
• reports of problems or wrongdoing merely intended to bring a problem to our notice with no expectation of a response
• service requests for information
2.2Complaint management system
All policies, procedures, practices, hardware and software used by us in the management of complaints.
Dispute
An unresolved complaint escalated either within or outside of our organisation.
Feedback
Opinions, comments and expressions of interest or concern, made directly or indirectly, explicitly or implicitly, to or about us, about our products, services or complaint handling where a response is not explicitly or implicitly expected or legally required.
Service request
The definition of a service request will vary depending on the organisation’s core business. However, it is likely to include:
• routine enquiries about the organisation’s business
• requests for the provision of services and assistance
• reports of failure to comply with laws regulated by the organisation
• Requests for explanation of policies, procedures and decisions.
2.3Policy
A statement of instruction that sets out how we should fulfil our vision, mission and goals.
Procedure
A statement or instruction that sets out how our policies will be implemented and by whom.
3. Guiding principles
3.1 Facilitate complaints
People focus
Chels Petals is committed to seeking and receiving feedback and complaints about our services, systems, practices, procedures, products and complaint handling.
Any concerns raised in feedback or complaints will be dealt with within a reasonable time frame.
People making complaints will be:
• provided with information about our complaint handling process
• provided with multiples and accessible ways to make complaints
• listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
• provided with reasons for our decision/s and any options for redress or review.
No detriment to people making complaints
Chels Petals will take all reasonable steps to ensure that people making complaints are not adversely affected because a complaint has been made by them or on their behalf.
Anonymous complaints
Chels Petals accepts anonymous complaints and will carry out an investigation of the issues raised where there is enough information provided.
Accessibility
Chels Petals will ensure that information about how and where complaints may be made to or about us is well publicised. We will ensure that our systems to manage complaints are easily understood and accessible to everyone, particularly people who may require assistance.
No charge
Complaining to Chels Petals is free, there is no charge.
3.2 Respond to complaints
Early resolution
Where possible, complaints will be resolved at first contact with Chels Petals.
Responsiveness
Chels Petals will promptly acknowledge receipt of complaints.
Chels Petals will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.
Chels Petals are committed to managing people’s expectations, and will inform them as soon as possible of the following:
• the complaints process
• the expected time frames for our actions
• the progress of the complaint and reasons for any delay
• their likely involvement in the process, and
• the possible or likely outcome of their complaint.
Chels Petals will advise people as soon as possible when we are unable to deal with any part of their complaint and provide advice about where such issues and/or complaints may be directed (if known and appropriate).
Chels Petals will also advise people as soon as possible when we are unable to meet our time frames for responding to their complaint and the reason for our delay.
Objectivity and fairness
Chels Petals will address each complaint with integrity and in an equitable, objective and unbiased manner.
Responding flexibly
Chels Petals is empowered to resolve complaints promptly and with as little formality as possible. We will adopt flexible approaches to resolve any matters.
Chels Petals will assess each complaint on its merits and involve people making complaints in the process as far as possible.
Confidentiality
Chels Petals will protect the identity of people making complaints where this is practical and appropriate.
Personal information that identifies individuals will only be disclosed or used by the Chels Petals as permitted under the relevant privacy laws, secrecy provisions and any relevant confidentiality obligations.
Complaints involving multiple parties
When similar complaints are made by related parties, Chels Petals will try to arrange to communicate with a single representative of the group.
Managing unreasonable conduct by people making complaints
Chels Petals are committed to being accessible and responsive to all people who approach us with feedback or complaints. At the same time our success depends on:
• our ability to do our work and perform our functions in the most effective and efficient way possible
• the health, safety and security of our staff
• Our ability to allocate our resources fairly across all the complaints we receive.
When people behave unreasonably in their dealings with us, their conduct can significantly affect the progress and efficiency of our work. As a result, we will take proactive and decisive action to manage any conduct that negatively and unreasonably affects Chels Petals in accordance with this policy.
4. Complaint management system
4. 1 Introduction
When responding to complaints, Chels Petals will act in accordance with our complaint handling procedures as well as any other internal documents providing guidance on the management of complaints.
Chels Petals will also consider any relevant legislation and/or regulations when responding to complaints and feedback.
The five key stages in our complaint management system are set out below.
4.2 Receipt of complaints
Unless the complaint has been resolved at the outset, we will record the complaint and its supporting information. We will also assign a unique identifier to the complaint file.
The record of the complaint will document:
• the contact information of the person making a complaint
• issues raised by the person making a complaint and the outcome/s they want
• any other relevant and any additional support the person making a complaint requires.
4.3 Acknowledgement of complaints
Chels Petals will acknowledge receipt of each complaint promptly, and preferably within 7 working days.
Consideration will be given to the most appropriate medium (e.g. email, letter) for communicating with the person making a complaint.
4.4 Initial assessment and addressing of complaints
Initial assessment
After acknowledging receipt of the complaint, Chels Petals will confirm whether the issue/s raised in the
complaint is/are within our control. We will also consider the outcome/s sought by the person making
a complaint and, where there is more than one issue raised, determine whether each issue needs to
be separately addressed.
When determining how a complaint will be managed, Chels Petals will consider:
• How serious, complicated or urgent the complaint is
• Whether the complaint raises concerns about people’s health and safety
• Whether the complaint is factual and accurate
• How the person making the complaint is being affected
• The risks involved if resolution of the complaint is delayed, and
• Whether a resolution requires the involvement of other organisations.
Addressing complaints
After assessing the complaint, Chels Petals will consider how to manage it. To manage a complaint we may:
• Give the person making a complaint information or an explanation
• Gather information from the product, person or area that the complaint is about, or
• Investigate the claims made in the complaint.
Chels Petals will keep the person making the complaint up to date on our progress, particularly if there are any delays. We will also communicate the outcome of the complaint using the most appropriate medium. Which actions we decide to take will be tailored to each case and take into account any statutory requirements.
4.5 Providing reasons for decisions
Following consideration of the complaint and any investigation into the issues raised, Chels Petals will contact the person making the complaint and advise them:
• the outcome of the complaint and any action we took
• the reason/s for our decision
• the remedy or resolution/s that we have proposed or put in place, and
• any options for review that may be available to the complainant, such as an external review.
If in the course of investigation, we make any adverse findings about a particular individual, we will consider any applicable privacy obligations under the Privacy and Personal Information Protection Act 1998 and any applicable exemptions in or made pursuant to that Act, before sharing our findings with the person making the complaint.
4.6 Closing the complaint, record keeping, redress and review
Chels Petals will keep comprehensive records about:
• How we managed the complaint
• The outcome/s of the complaint (including whether it or any aspect of it was substantiated, any recommendations made to address problems identified and any decisions made on those recommendations
• Any outstanding actions that need to be followed up.
.
4.7 Alternative avenues for dealing with complaints
Chels Petals will inform people who make complaints to or about us about any internal or external review options available to them (including any relevant Ombudsman or oversight bodies).
4.8 Chels Petals two levels of complaint handling
Chels Petals aim to resolve complaints at the first level, the frontline. This second level of complaint handling will provide for the following internal mechanisms:
• assessment and possible investigation of the complaint and decision/s already made, and/or
• facilitated resolution (where a person not connected with the complaint reviews the matter and attempts to find an outcome acceptable to the relevant parties).
Where a person making a complaint is dissatisfied with the outcome of Chels Petals review of their complaint, they may seek an external review of our decision (by the Ombudsman for example).
5. Accountability and learning
5.1 Analysis and evaluation of complaints
Chels Petals will ensure that complaints are recorded in a systematic way so that information can be easily retrieved for reporting and analysis.
Regular reports will be run on:
• the number of complaints received
• the outcome of complaints, including matters resolved at the frontline
• issues arising from complaints
• systemic issues identified
• the number of requests we receive for internal and/or external review of our complaint handling.
Regular analysis of these reports will be undertaken to monitor trends, measure the quality of our customer service and make improvements.
5.2 Monitoring of the complaint management system
Chels Petals will continually monitor our complaint management system to:
• ensure its effectiveness in responding to and resolving complaints
• identify and correct deficiencies in the operation of the system.
• Monitoring may include the use of audits, complaint satisfaction surveys and online tools and alerts.
5.3 Continuous improvement
Chels Petals is committed to improving the effectiveness and efficiency of our complaint management system. To this end, we will:
• support the making and appropriate resolution of complaints
• implement best practices in complaint handling
• regularly review the complaints management system and complaint data
• implement appropriate system changes arising out of our analysis of complaints data and continual monitoring of the system.
Acknowledgements
• http://www.financial-ombudsman.org.uk/publications/index.htm
• http://www.financial-ombudsman.org.uk/welsh/eich_cwyn_chi_ar_ombwdsman.htm
Awards, Memberships & Partnerships
|
