Lapidus International Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality service with our self-employed contractors to our members and the wider writing for wellbeing community in the field of the expressive arts. When something goes wrong, we need you to tell us about it. This will help us to improve our standards.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

You may wish to give us feedback about a concern or issue, but not wish to label it as a ‘formal complaint’.  If this is the case, please speak to a member of the Board about the matter and decide at the end of this conversation whether you wish to follow a formal complaint procedure. Should you agree that you are satisfied with the response and that you do not wish further action to be taken, it will be recorded by the Director in an email to you. 

If you have a complaint, which requires our careful attention and further action, please contact a member of the Board with the details.

What will happen next?

1. The member of the Board will ensure that you register your complaint in writing.

    

2. We will send you a written acknowledgement of receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.

    

3. We will then investigate your complaint.

    

4. A member of the Board will then invite you to an informal meeting to discuss and hopefully resolve your complaint. S/he will do this within 14 days of sending you the written acknowledgement.

    

5. Within three days of the meeting, the member of the Board will write to you to confirm what took place and any solutions s/he has agreed with you.

    

6. If you do not want a meeting or it is not possible, a member of the Board will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.

    

7. At this stage, if you are still not satisfied, you should contact us again and we will appoint a neutral investigator.

    

8. The neutral investigator will be responsible for keeping a trail of documentation and interviewing witnesses.

    

9. Lapidus International will review its policies and take action to rectify shortcomings should this be necessary as a result.

    

You can expect to be treated with courtesy, respect and fairness at all times. We expect that you will also treat those who are dealing with your complaint with the same courtesy, respect and fairness.