Complaints procedure - Nuclear Waste Services
Nuclear Waste Services Complaints Procedure
Introduction
This Standard Operating Procedure (SOP) forms part of the Communications and Stakeholder Engagement Section of the Nuclear Waste Services Integrated Management System (IMS), as detailed in Organisational Manual (OM) NWSOM24 Communications and Stakeholder Engagement.
Purpose and Scope
The NWS Helpdesk serves as a central point of contact within the Stakeholder Engagement and Communications directorate. The purpose of this complaints process is to provide a clear and accessible way for individuals to raise concerns about the organisation’s actions or services. It ensures that all complaints are handled fairly, promptly, and transparently, and that outcomes are used to improve service quality, strengthen accountability, and maintain trust in the organisation.
The NWS Helpdesk:
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Provides a first point of contact for people enquiring about NWS
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Provides responses to all general enquiries with the support of the wider team
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Operate a Helpdesk — open from 09:00 – 17:00 during the working week
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Manages complaints and appropriate escalation processes. Certain requests made under the UK GDPR and Data Protection legislation or which relate to raising a concern are not managed by the Helpdesk.
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Provides access to special requirements:
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For hearing and speech impaired customers can call via Relay UK on 18001 (all calls are charged at local rate)
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Braille and large print materials
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Strategy
NWS recognises that complaints, feedback and suggestions can be valuable aids to maintaining and improving standards of service and operation. It has a responsibility to make sure that anyone who wishes to contact NWS is able to do so through a number of channels.
These are as follows;-
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Telephone - Freephone 0300 369 0000
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Mail - Freepost NUCLEAR WASTE SERVICES
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Email - info@nuclearwasteservices.uk
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Website - Contact us - Nuclear Waste Services
Every effort should be made to resolve complaints at the first point of contact and therefore resolution should be completed by the NWS Helpdesk team in liaison with the relevant function.
There are specific organisational policies in place for dealing with complaints relating to the following:
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The handling of requests for Information under the Freedom of Information Act 2000 or the Environmental Information Regulations 2004 , or any complaints originating from such requests.
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The way that we have handled your personal data or responded to a Subject Access Request made under the UK GDPR.
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The raising of concerns regarding something that does not seem right or that individuals are worried about. These are dealt with in accordance with the NWS Speak Up policy.
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Complaints which threaten legal action must be referred to the Deputy General Counsel for action with the presumption it will be managed by the legal team and not through the complaints process.
Roles & Responsibilities
Outlined below are the roles within the organisation that have a direct involvement in activities identified within this Standard Operating Procedure, full job descriptions are detailed in the HR database:
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The Helpdesk team is responsible for ensuring that all complaints are recorded and responded to effectively.
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The Helpdesk Manager will delegate their responsibilities when they are unavailable.
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During normal office hours (09.00 to 17.00) the Helpdesk is staffed by the Helpdesk team whose principal accountabilities are:
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to provide information to stakeholders making initial contact with NWS
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respond to general enquiries and handle complaints satisfactorily
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| Role | Responsibility |
|---|---|
| All NWS Staff | Identify complaints and notify the NWS Helpdesk. |
| Helpdesk Manager / Helpdesk Co-ordinator | Receive complaint, provide initial acknowledgement of complaint and assign complaint owners. |
| Helpdesk Manager | Liaise with the relevant function on the complaint and provide updates as appropriate to the complainant. |
| Helpdesk Manager /Head of Regional Communications | Appoint internal review panel in the event the complainant is not satisfied with the response to their complaint. Review and determine if a complainant is considered persistent, vexatious or abusive |
| Deputy General Counsel | Provide legal advice including managing any complaints referred to, and decisions by, the Ombudsman |
Method
Process Steps are to be performed by people holding the Primary Responsible Role as identified in each individual Process Step. In exceptional circumstances (e.g. covering for annual leave or sickness), Process Steps can be performed by other role holders with prior line management approval.
| Process Step | Key Points and Primary Responsible Role |
|---|---|
| 1.1 Identifying a complaint | All NWS Staff. Identify complaint and pass to the NWS Helpdesk |
| 1.2 Receive Complaint in NWS Helpdesk | NWS Helpdesk Manager / Helpdesk Co-ordinator. Receive complaint, provide initial acknowledgement of complaint and assign complaint owners. |
| 1.3 Provide update to Complainant | Helpdesk Manager. Provide update/ outcome to complainant and log details on CRM system. |
| Process Step | Key Points and Primary Responsible Role |
|---|---|
| 2.1 Complaint Escalated - Stage 1 | Head of Regional Communications/ Head of Relevant Department / NWS Helpdesk Manager. Acknowledge escalated complaint within 2 working days – Helpdesk Manager. |
| 2.2 Outcome Conducted | Head of Regional Communications / Head of Relevant Department.Outcome conducted within 1 calendar month |
| 2.3 Outcome Provided to Complainant | NWS Helpdesk Manager. Provide the outcome conducted by Head of Regional communications and Head of Relevant Department |
| Process Step | Key Points and Primary Responsible Role |
|---|---|
| 3.1 Complaint Escalated - Stage 2 Further review | Head of Regional Communications / NWS Helpdesk Manager. Acknowledge escalated complaint |
| 3.2 Outcome Conducted | Head of Regional Communications and Stakeholder and Communications Director.Outcome conducted within 1 calendar month |
| 3.3 Outcome Provided to Complainant | NWS Helpdesk Manager. Provide the outcome conducted by Head of Regional communications and Stakeholder and Communications Director |
| Process Step | Key Points and Primary Responsible Role |
|---|---|
| 4 External Review | The Ombudsman is the Parliamentary and Health Service Ombudsman. https://www.ombudsman.org.uk/ |
Complaint Management Process
Receipt of a complaint
NWS understands the importance of satisfying complaints in a timely and professional manner and keeping the complainant appropriately informed at each stage of the process.
Once an initial complaint has been received, NWS will seek to provide its full response to the complaint within 20 working days unless the complaint is of a more complex nature that needs further investigation.
The complainant will be contacted and the complaint acknowledged usually within two working days, they will also be notified of any extended timescales.
Minimum information required from the complainant
To effectively conduct a review and respond to a complaint NWS requires the following information as a minimum:
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Full contact details for complainant.
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Full details of complaint and any supporting evidence.
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Expectation of how NWS can satisfy the complaint to complainants’ satisfaction.
In the event insufficient detail is provided this may impact NWS ability to review and respond to the complaint effectively, or at all.
Managing complaints
NWS recognises the importance of good complaint management and seeks to handle complaints sensitively and with impartiality. To do this, NWS will:
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Listen carefully to the concerns raised and seek to understand how the complainant is expecting the complaint to be resolved to their satisfaction.
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Maintain channels of communication with the complainant and to keep them informed as appropriate at each stage.
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Be clear about any decisions and any action we will take including recommendations.
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Follow the principles of good complaint handling as set out by the Parliamentary and Health Ombudsman.
All complaints received will be passed to the Helpdesk to enter into the CRM who will notify the Helpdesk Manager and Head of Regional Communications.
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They will review the complaint and confirm whether it will be processed as a complaint.
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There will be circumstances where the complaint gives rise to other issues and the Helpdesk Manager and the Head of Regional Communications will also consider whether:
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it is an enquiry or FOI/EIR or a data subject access request, in consultation with the FOI team;
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It is a data subject access request under the UK GDPR in consultation with the data protection team;
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It is a Speak Up concern to be dealt with under the NWS Speak Up policy by the NWS Ethics and Compliance Lead
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It includes a threat of legal action, with the Deputy General Counsel;
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Whether it introduces matters that should more properly be dealt with through existing, grievance, disciplinary or other HR processes.
For complaints, the Helpdesk Manager will review the information provided and where any further information is required and contact the complainant.
The Helpdesk Manager will send an acknowledgement via the Helpdesk mailbox to the Complainant within two working days that their complaint has been received, assign a case number and as appropriate explain next steps.
The Helpdesk Manager will assign the complaint to a member of the team who will ensure that any complaints are directed to the relevant function for handling any complaints about the operations, policies and procedures of NWS.
Unreasonable Complaints
NWS is committed to ensuring that all complaints are taken seriously and that they are managed in a consistent way. There may be some situations in which the behaviour of the complainant is considered unacceptable by NWS and as a result, may consider the complainant abusive or vexatious.
Examples of behaviour that could be considered abusive or vexatious:
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The issue has previously been raised as a complaint and managed and responded to through the complaints process and no new substantial information has been provided by the stakeholder or customer.
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Raising complaints on the same issue.
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Refusing to cooperate with the complaint investigation process.
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Refusing to accept that certain issues are not within NWS’s scope of works.
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Refusing to accept the decision made.
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Changing the nature of the complaint as the review of the complaint proceeds.
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Requesting disciplinary action against NWS employees involved in the complaint.
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Making unreasonable demands on NWS time and resources.
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Speaking to NWS representatives in a derogatory manner to cause offence.
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Using threatening or offensive language.
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Making persistent and repeated contact with an NWS representative.
Where a complainant is considered to be persistent, abusive or vexatious, NWS Head of Regional Communications may choose to:
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Engage with the individual to establish what, if any support can be provided to help them navigate the complaints process.
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Impose restrictions on the individual such as ending any form of ongoing communication with them.
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Close a complaint and advise the complainant to approach the Parliamentary and Health Ombudsman.
Stage 1 – Complaint escalated – Stage 1 Review
Where the complainant confirms in writing the Head of Regional Communications that they are not satisfied with NWS full response to their complaint and wish to escalate the complaint, the Helpdesk Manager will acknowledge the complaint escalation, usually within two working days.
The Helpdesk Manager will contact the complainant and seek confirmation on why the complaint has been escalated and confirm the resolution the complainant is seeking and explain next steps for the review.
The Helpdesk Manager will meet with the Head of Regional Communications and the relevant Head of department, where they will provide all the complaint information, evidence and the requested outcome from the complainant.
The Head of Regional Communications and the relevant Head of Function will review how the complaint was handled, the details of the investigation and the response sent to the complainant and consider the reasons why the complainant is not satisfied. The Helpdesk Manager will contact the complainant and advise of the timescales for reviewing the escalated stage 1 complaint.
NWS should ensure that the Stage 1 (escalated complaint) review and outcome is conducted within a reasonable time, usually within 1 calendar month and the communication of the outcome is provided to the complainant as soon as reasonably possible afterwards, usually within 10 working days.
The Head of Regional Communications and relevant Head of department will record the outcome of their review, including details of the next step the complainant can take in the event that they are still not satisfied with the outcome, including their right to further appeal.
Stage 2 - Further Appeal
Where the complainant is still dissatisfied and confirms in writing to the Stakeholder and Communications Director that they wish to appeal the outcome of the review, the Helpdesk Manager will acknowledge the within two working days.
The Helpdesk Manager will contact the complainant and seek further confirmation on why the complaint has been appealed and confirm the resolution the complainant is seeking and explain next steps.
The Helpdesk Manager will notify the Head of Regional Communications and the Stakeholder and Communications Director. The Stage 2 review of the complaint should be escalated for review by an independent senior manager not in the Stakeholder and Communications Directorate.
The independent senior manager will review how the complaint was handled, the details of the investigation and the response sent to the complainant and consider the reasons why the complainant is not satisfied. The Helpdesk Manager will contact the complainant and advise the complainant of timescales.
NWS should ensure that the Stage 2 review and outcome is conducted within a reasonable time, usually within 1 calendar month and the communication of the outcome is provided to the complainant as soon as reasonably possible afterwards, usually within 10 working days.
The Head of Regional Communications will record the outcome of the independent Stage 2 review, including details of the next steps the complainant can take in the event that they remain dissatisfied with the outcome, such as their right to contact the Parliamentary and Health Service Ombudsman.
External Review (Ombudsman)
Where the complainant does not agree with the outcome of the Stage 2 review, they may decide to write to the Ombudsman with their concerns.
The Ombudsman is the Parliamentary and Health Service Ombudsman.
The Ombudsman decision is final and, following review by the Head of Legal, NWS will take the appropriate action to resolve the complaint in line with the Ombudsman’s decision.
Please note that all contact into NWS’ public facing emails and webforms are automatically created and managed in our CRM system.