Complaints
Tell us what you think
Sapphires customer service strategy is firmly centred around delivering a world class customer experience for all our employees, customers and industry partners. When reviewing our Customer Experience strategy, we recognised that dissatisfaction with our services has a clear link and direct impact to the lives of our employees and customers.
On making this link our “Handle with Care” Complaints Handling Policy came to life.
Being honest and open with our intent, fulfilling the promises that we make, listening to our employees and customers, providing needs-based solutions and reducing the margin for error or mistake should be the minimal standard expected.
From time to time however we don’t always get this right and it is important that our employees and customers know that in this event they are in safe hands and that any complaints raised are managed with diligence and due care.
Not only are we are prepared to take the relevant actions to resolve the issues at hand, but we are also committed to taking relevant next steps to ensure the risk of an issue repeating itself
is kept to the absolute minimum.
At Sapphire we believe in three key principles when it comes to handling and resolving our customers complaints:
- If we get it wrong, we will put it right and fix things, first time, no excuses.
- We will be honest with our intent and when mistakes have been made, we will take accountability and apologise.
- We will analyse why our customers are making complaints and use this information to inform our thinking and future processes to create a better employee and customer experience.
Within this policy we will explain how your compliant will be handled, your rights as a complainant, how we classify your complaint and what you can expect from Sapphire when managing your complaints.
The purpose of the policy is to ensure that every time we receive a complaint we acknowledge it, treat the complainant fairly and consistently, understand the reasons why there is a complaint and deliver a fair resolution.
We also want to be 100% transparent when it comes to complaints handling so that you, our valued employees and customers can be safe in the knowledge that we are listening to you, are prepared to act when needed and deliver the highest possible standards when it comes to customer care. We hope that your Sapphire experience will be steeped in value and will mitigate the need for you to complain, but when you do, we can guarantee that you will be handled with care.
Yours faithfully,
Mr Gareth Murphy
Head of Customer Experience, Sapphire Contracting
- By telephone, ringing 01625 539 997, selecting option 2 and speaking to one of our experienced complaints managers.
- By email or in writing addressed to either support@sapphireorg.co.uk or via post to our Head Office address – Bramhall House, 14 Ack Lane East, Bramhall, Stockport, Cheshire, England, SK7 2BY.
- Via our dedicated WhatsApp channel (01625 539 997 on WhatsApp).
- Listening to what we are being told and capturing the relevant information.
- Apologising for any dissatisfaction/inconvenience that has been caused whilst being empathetic with our response.
- Classifying the complaint into the relevant complaint category.
- Taking the appropriate action to resolve the complaint in full, setting timely and realistic timescales for what future resolution may look like or escalating the complaint to the appropriate level if the complaint can’t be resolved or managed in a satisfactory way or a lack of agreement can’t be reached.
- Upon resolution we must check that the resolution is at the least satisfactory and brings the complaint to a fair and reasonable conclusion in line with our values and customer charter.
- We must log all complaints in our complaints management tool to allow us to analyse and improve our future services as well as manage complaint trends and frequent issues. This will also generate a complaint reference number, available to you on request.
- Micro Complaints: Micro complaints are classed as any expression of dissatisfaction either verbally or written to Sapphire. Typically, we can resolve these in the moment or within 24 hours of the compliant being raised. Micro complaints are often resolved with simple advice or by way of an apology. Micro complaints allow us to put things right as soon as we can and also provide valuable insight and learns for the future to safeguard us from repeat complaints. This is our most common complaint type.
- Escalated Complaints: An escalated complaint is a complaint or dissatisfaction that cannot be resolved within 24 hours. Typically, the complaint will require further investigation and will be owned by the Complaint Manager or escalated to the complaints Team Leader. If a resolution can’t be found or a higher level of investigation or resolution is required. We expect this type of complaint to be resolved within 5 working days and the complaint to remain live until its resolved in full.
- Major Complaints: A rare form of complaint major complaints include those that are escalated to the Head of Customer Experience if not resolved within 5 working days or complaints that require immediate escalation to the Head of Customer Experience. These include but are not limited to breaches of compliance, data protection, bullying, harassment, negligible financial or personal loss to the customer and such instances like fraud, money laundering, theft and deception. Each case tends to be unique and is managed in line with major complaint timescales where possible.
