Complaints and Procedure Policy

Effective Date: July 2025

Review Date: Annually

Approved By: Rhys Lewis, Southampton Anaesthetic Service LLP (SAS) Chair

1. Purpose

This policy sets out SAS’ commitment to handling complaints fairly, efficiently, and effectively. We aim to ensure that all complaints are handled in a professional, timely, and confidential manner, with the goal of resolving them promptly and preventing recurrence.

2. Scope

This policy applies to all customers, clients, service users, employees, contractors, and other stakeholders who wish to raise a complaint about the conduct, performance, or service delivery of SAS or any of its employees.

3. Definition of a Complaint

A complaint is defined as any expression of dissatisfaction, whether oral or written, about the service, actions, or lack of action by the company, its employees, or representatives.

4. Principles

• All complaints will be treated seriously and with respect.

• We will investigate complaints promptly and thoroughly.

• Complaints will be resolved wherever possible without recourse to formal procedures.

• The complainant will be kept informed of the progress and outcome of their complaint.

• All complaints will be handled in line with data protection regulations (UK GDPR).

• No one will be treated unfavourably for making a complaint in good faith.

5. Complaints Procedure

Where possible, complaints should be resolved informally. Complainants are encouraged to speak to the SAS office manager on 02380 251491 to try to resolve the matter quickly.

If the issue is not resolved, a formal complaint can be made in writing by letter or email to the SAS office, which will be escalated for formal review by the SAS Chair / Executive Committee.

Email: sas@sasmedical.com

Postal Address:

Southampton Anaesthetic Service LLP
Unit 8, Vicarage Farm Business Park
Winchester Road
Fair Oak
SO50 7HD

The complaint should include:

• Full name and contact details of the complainant

• A clear description of the complaint

• Any relevant supporting documents

• Desired outcome, if applicable

6. Acknowledgement

We will acknowledge receipt of the complaint within 5 working days.

7. Response

A written response will be provided within 20 working days of receipt. If more time is needed, the complainant will be informed of the reason and the expected timeline. If the complainant is not satisfied with the outcome, they may appeal in writing within 10 working days of receiving the response. The appeal will be reviewed by a senior member of the Executive Committee not previously involved.

A final decision will be provided within 15 working days of the appeal being received.

8. Record-Keeping

All complaints and outcomes will be recorded and stored securely in line with our data retention policy and GDPR requirements. This helps us monitor trends and improve our service.

9. Monitoring and Review

Complaints are regularly reviewed by management to identify any trends or areas for improvement. This policy is reviewed annually and updated as necessary.

Respectful Communication Policy

1. Purpose

At SAS, we are committed to maintaining a professional, respectful, and safe environment for our staff and clients alike. This policy sets out our expectations for how clients should communicate with our team and outlines the actions we may take if those expectations are not met.

2. Scope

This policy applies to all clients, customers, and third parties who interact with our staff via any communication channel, including in person, by phone, email, social media, or other platforms.

3. Our Commitment

We believe that mutual respect is essential for productive and positive working relationships. Our staff are trained to act professionally and courteously in all interactions, and we expect the same from those we work with.

4. Unacceptable Behaviour

The following behaviours are not acceptable in any form:

• Swearing or use of offensive language

• Shouting or aggressive tone

• Personal insults or threats

• Harassment, bullying, or intimidation

• Discriminatory comments based on race, gender, age, disability, religion, or any protected characteristic

• Repeated or excessive contact after being asked to stop

5. How We Handle Disrespectful Communication

If a client displays disrespectful or abusive behaviour, the following actions may be taken:

• The staff member may end the conversation or stop responding.

• The incident will be recorded internally and reviewed by management.

• A formal warning may be issued to the client.

• Communication with the client may be restricted to written forms only.

• In serious or repeated cases, the business relationship may be suspended or terminated.

6. Supporting Our Team

All staff are encouraged to report any incidents of disrespectful communication. We are committed to investigating all such reports and providing support, including:

• Managerial follow-up

• Access to HR or wellbeing services

• Formal records of incidents for safety and legal compliance

7. Legal Framework

This policy supports our obligations under the Health and Safety at Work etc. Act 1974 and the Equality Act 2010, ensuring our team is protected from harm, including psychological stress or harassment from third parties.

8. Review

This policy will be reviewed annually and updated as needed to ensure ongoing relevance and effectiveness.