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Overview

Introduction

We aim to achieve high standards of excellence in every interaction with our members, students, and customers. Recognising that there may be instances where we don't fully meet expectations, we view every complaint as an opportunity for growth and improvement. These moments also reinforce our core values of trust, independence, and being dynamic, guiding us to continuously evolve and enhance our commitment to excellence. 

Purpose

This policy serves to guide individuals wishing to express a complaint. It ensures our staff are well-informed of the fundamental principles and steps involved in our Complaint Handling process. It's designed to guarantee that each concern is addressed with the urgency, attention, and effectiveness it deserves, aligning with our overarching goal of continual improvement and customer satisfaction.

Scope

This policy is applicable to all complaints or expressions of dissatisfaction received from any customer engaging with LIA, covering both informal and formal complaints.

Definitions
  • Complaint: Any expression of dissatisfaction about LIA's action or inaction, or the standard of service provided by LIA or on LIA's behalf.
  • Informal Complaint: A complaint received through casual or unofficial channels (e.g., an informal email or a direct conversation).
  • Formal Complaint: A complaint received through the structured process outlined in this policy.
Responsibilities

Delivering superior customer service is a collective responsibility of all LIA staff. The Member Services Manager has specific duties to ensure complaints are processed in accordance with this policy.

Complaints Procedure

Informal Complaints Procedure

Our objective is to resolve Informal Complaints quickly and amicably, turning valuable feedback into actionable insights for service improvement.

  1. Active Listening: Staff members receiving an Informal Complaint will listen attentively, fully comprehending the complainant's concerns.
  2. Immediate Action: Depending on the nature of the issue, the staff member may resolve it on the spot, leveraging their expertise. This could involve clarification, explanation, or minor corrective measures.
  3. Documentation: While Informal Complaints might not be documented as Formal Complaints, it's important for the staff member to record the complaint and any actions taken.
  4. Reporting: The staff member will inform the Member Services Manager about the Informal Complaint, ensuring a unified approach to recurring or systemic issues.
Formal Complaints Procedure

Formal Complaints can be submitted via various methods and are addressed as per the detailed procedures in this Policy:

  • Oral Complaints: Can be made by contacting LIA on the main phone line 01 456 3890 and speaking with the Department Manager of the area of the business that your complaint relates, who will gather sufficient details for investigation.
  • Written Complaints: Can be made by submitting an email to queries@lia.ie or using the online form, including comprehensive details and any relevant attachments to facilitate an in-depth review. 
Acknowledgment and Resolution
  • Each Formal Complaint, regardless of submission method, will be acknowledged within two working days by the appropriate Department Manager.
  • The aim is to resolve Formal Complaints within 10 working days. Complex cases may require more time, in which case the complainant will be informed of the extended timeline.
Escalation

If satisfaction is not achieved with the initial resolution, escalation is available within 5 working days of receiving the initial outcome:

  1. Written Notification: The complainant should write to the Member Services Manager Katie Nugent at katie.nugent@lia.ie, detailing dissatisfaction and reasons for unsatisfactory resolution, including any new information.
  2. Review: Upon escalation, a thorough review of the complaint, initial resolution, and any new information will be conducted.
  3. Final Resolution: A resolution aimed at addressing concerns in a fair and equitable manner will be provided within 10 working days of the escalation.

Further steps include potential escalation to the COO or CEO who will conduct a comprehensive review of the entire complaint, with a response being made within 15 days of receiving the escalation.

Should the resolution remain unsatisfactory, this can be ultimately escalated to an external body.

Policy Management

Confidentiality and Improvement

LIA commits to maintaining the confidentiality of all feedback, handling personal information in line with our Data Protection Policy.

LIA regularly analyses all feedback for trends and improvement opportunities, with findings informing strategic decisions and service enhancements.

Review

This policy undergoes an annual review to remain effective and align with best practices, incorporating customer feedback, business changes, and outcomes from the monitoring process. The last review date was 18th December 2024.