SoonAs Complaints Policy and Procedure
SoonAs is committed to providing a quality service for its members and working in an open and accountable way that builds trust and respect of all our stakeholders.
We are always striving to provide a better and better service, and one of the ways is by listening and responding to the views of our stakeholders, in particular by responding to complaints,
and by correcting any mistakes we have made.
We aim to ensure that:
It is as easy as possible to make an initial complaint.
We treat a complaint with the utmost seriousness, and as a clear expression of dissatisfaction with the service you have received while using SoonAs.
We deal with it promptly, politely and confidentially;
we respond correctly - with explanation, apology and fast action to be taken;
we learn from complaints, and use them to improve our service.
We recognise that many concerns will be raised informally, and dealt with quickly. Our aims are to:
resolve informal concerns quickly;
keep matters low-key;
enable mediation between the complainant and the individual to whom the complaint has been referred.
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Definition: SoonAs defines a complaint as 'any expression of dissatisfaction that requires a formal response'.
Purpose: The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.
SoonAs’s responsibility will be to:
acknowledge the formal complaint in writing (Email);
respond within a stated period of time;
deal reasonably and sensitively with the complaint;
take action where appropriate.
A complainant's responsibility is to:
bring their complaint to SoonAs's attention within 30 days of the issue arising; (Email or Website complaints portal)
explain the problem as clearly and as fully as possible, including any action taken to date;
allow SoonAs a procedural time to deal with the matter; (3-7 days)
recognise that some circumstances may be beyond SoonAs’s control.
recognise that any decision made by SoonAs regarding said complaint is final;
Confidentiality:Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and SoonAs maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Formal Complaints Procedure
In the first instance, it is encouraged for complaints to be resolved directly with the parties involved (Customer and driver), via the communications system accessed via the SoonAs APP/website.
If your complaint concerns a staff member of SoonAs directly, you should formally email the individual concerned, setting out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
If your complaint is unable to be resolved directly with the individuals concerned, you should email SoonAs’s Complaints Department directly (firstname.lastname@example.org), setting out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 7 working days of receipt. You should get a response and an explanation within 30 working days.
Our contact details can be found on the Contact Us part of the SoonAs Website.
SoonAs will then take time to go through the evidence that exists on the system in relation to your complaint. If more evidence is needed before a decision is made, SoonAs will contact both you and any other concerning parties directly to provide the evidence.
Note: some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected.
SoonAs will respond normally within 7 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Once the complaint has been logged, investigated and evidence has been gathered and checked, a formal decision will be made as to the outcome, including a decision on money’s to be refunded, if any.
Any decision made by SoonAs regarding said complaint is final, and will not be open to debate;