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Complaints Policy

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Complaints Policy - September 2020

The Confederation of British Surgery (CBS) is committed to ensuring that every member, and all those in contact with the CBS, receive a responsive service of the highest quality and are satisfied with their interaction with us. We are always seeking ways to improve our service. 

We welcome feedback that you have. This could be in the form of observations on what you found particularly helpful, or suggested improvements, or a specific complaint about your experience that you would like to be investigated and actively addressed.

CBS take all complaints very seriously and if you are unhappy with any of our services, we will listen and address the areas where improvements need to be made, it’s important we have the opportunity to put things right.

CBS will use all the feedback we receive as an opportunity to learn, to provide a better service to members and to correct mistakes. 

All feedback and complaints are centrally recorded and monitored so that we can identify patterns in what is being reported and identify opportunities for improvement.

CBS principles

  • We value and encourage feedback of all forms;
  • We will always endeavour to listen, reflect and learn;
  • All feedback is taken seriously and will be acknowledged and responded to appropriately and promptly;
  • Complaints are investigated promptly, thoroughly and transparently;
  • Any member who provides feedback or makes a complaint should feel that they have been listened to and that CBS have handled their issue well;
  • Complaints handling will comply with confidentiality and data protection policies.

Standards of service

When a CBS member gives feedback or makes a complaint, they should:

  • Receive an acknowledgement within 24 hours during the working week (or, if on the weekend, the next working day);
  • Receive confirmation of how their complaint is being dealt with within 14 working days;
  • Receive a substantive response, where applicable, within 28 working days;
  • Be kept informed of progress if more time is needed in order for us to address their concerns in full.

How to provide general feedback

If you have any comments, positive or negative, about any aspect of your experience with the CBS, the services it offers, or any person or organisation acting on its behalf, please let us know at admin@cbsgb.co.uk.

Your comments must be about something that falls within the responsibilities of the CBS.

 

Making a Complaint

 

Appeal statements must be submitted within 21 days from when you are informed of the outcome of your complaint. The appeal will be dealt with impartially by an independent third party. You will be informed in writing of the results of the appeal.

If you bought goods or services from CBS online that you wish to make a complaint about, both parties can use the Online Dispute Resolution (ODR) Platform. The ODR is an interactive website offering a single point of entry to consumers and traders seeking to resolve disputes. It is intended to facilitate the independent, impartial, transparent, effective, fast and fair out-of-court resolution of disputes between consumers and online traders. It provides information relating to the out-of-court resolution of contractual disputes and hosts a form which allows traders and consumers to submit concerns and attach relevant documents.

View the European Online Dispute Resolution Platform.

The email address for the purpose of handling any feedback or complaints made under the ODR platform is admin@cbsgb.co.uk.

Working together

CBS has a duty under health and safety at work law to ensure the wellbeing of its staff, including protecting them from harassment and bullying.

While we fully understand the unhappiness that dissatisfaction may cause, CBS staff are there to help and therefore should be treated courteously at all times.

 

Accessibility

If there is any reason that you are unable to submit your feedback or complaint via email or the online form does not appear to work please contact 07551 538035.

Confederation of British Surgery

 

www.cbsgb.co.uk

Confederation of British Surgery

 

If you are not happy about a decision:

 

Complaint outcome appeal process

You can appeal the outcome of your complaint by submitting a written statement for the attention of the CBS Managing Director setting out your reasons for appeal.

Appeal statements must be submitted within 21 days from when you were informed of the outcome of your complaint. The appeal will be dealt with impartially by an independent third party. You will be informed in writing of the outcome of the appeal.

 

 

Please send us an email containing:

 

  1. Reason/s for appeal. Please specify the grounds of your appeal, outlining your reason/s for appealing the complaint

                 outcome. Please ensure you supply as much detail as possible.

  1. Evidence to support. Please attach any additional relevant correspondence or evidence to support your appeal.
  2. Desired outcome. Please indicate the outcome you would like.

 

Please email this, plus any additional documents to Helen Crookes at admin@cbsgb.co.uk