Mobilise Group Ltd Compliments and Complaints Procedure


Introduction: Our Customer Care Charter.

Mobilise Group aim to provide high-quality services for our customers, including up to date and accurate information and our Customer Charter sets out the standards Mobilise Group will seek to achieve.

Mobilise Group promise to listen courteously and try to be available at times that suit our customers, to try to understand their needs and help find a solution to meeting them. Mobilise Group promise to treat our customers with respect, to be fair and honest in our dealings with them and to admit and learn from our mistakes if Mobilise Group get things wrong.

Mobilise Group are constantly looking at new ways to improve our services and Mobilise Group welcome all customer comments.

Mobilise Group have derived a set of principles that confirm our approach to creating a front-line Customer Care Service which enabled  us to deal with enquiries and full details are of our Customer Care Charter are available on our website – or upon request.

Customer Feedback: Policy Aims and Commitments.

All customer feedback is encouraged to inform service improvement, raise the profile and reputation of the Mobilise Group  and develop more responsive ways of working that puts the customer at the heart of everything Mobilise Group do.

How Mobilise Group handles and responds to the feedback (complaints, compliments and comments) is a key indicator of success and Mobilise Group are committed to:

  • Using customer feedback to improve the quality of our services;
  • Improving our relationships with our customers;
  • Identifying our failures and resolving them reasonably and quickly;
  • Monitoring and identifying complaints trends to inform and improve service delivery;
  • Ensuring our customers and employees are aware of and can access our Customer Feedback Scheme.


Definitions of Complaints, Compliments and Comments


Mobilise Group has adopted the following definition of a complaint.

” An expression of dissatisfaction by one or more members of the public about Mobilise Group ’s action or lack of action, or about the standard of service, whether the action was taken or the service provided by  Mobilise Group itself, or by a person or body acting on behalf of the Mobilise Group . “

A complaint is not:

  • The reporting of a fault
  • An initial service request
  • A first request for information, or explanation of the Mobilise Group ’s policies or decisions


Representations about the merits of Mobilise Group policy decisions.

Complaints issues that are not the responsibility of the Mobilise.



“An expression of praise concerning a high level of service delivery and/or customer care received.”



“Proposals to help the Mobilise Group improve its service delivery and/or aspects of customer care.”


How to Feedback

The process for Customer feedback is essential for us.

Customers may submit feedback in the language of their choice through a range of channels (by telephone, letter, in person, via e-mail or on-line form) full details are available on our Mobilise website:

All feedback will be logged, dealt with and responded to, in accordance with this Policy, with the exception of information requests, which will be dealt with separately as Freedom of Information requests.


Response Timescales

Acknowledgements will be sent within 5 working days of receipt in respect of all feedback (complaint, compliments and comments).

Compliments and comments which warrant a response will be replied to within 15 working days.

Complaints will receive a substantive response within 10 working days of receipt at stage 1, and within 20 working days at stage 2.

If the response target cannot be met at any stage, the customer must be advised of this in writing as soon as possible, with a revised timescale for response.


Procedures for Feedback

For the purposes of dealing with customer feedback, the Mobilise Group will deal with personal details in line with the GDPR May 2018  and will only pass such information to Mobilise Group COO  who need access to it.

Dealing with Compliments and Comments.

Compliments received will be acknowledged and brought to the attention of the manager and staff member(s) concerned.

Comments received will be acknowledged and once evaluated, if possible to improve service delivery, the COO will write to the sender, advising of the outcome.

Dealing with Complaints (2 stage process)

The two stages of our Complaints procedure are outlined below.



The Mobilise Group will aim to resolve the complaint or put things right swiftly and as far as possible at this point, to avert the need for Stage 2.

Stage 1 complaints can be made by a customer or someone acting on their behalf, with their consent, by telephone, in writing, face to face, via e-mail or the Mobilise Group website

Complaints will be referred to the COO to deal with and acknowledged within the Mobilise Group ’s stated service standards.

The COO will arrange for the matter to be resolved and will respond to the customer in the manner that he/she approached the Mobilise Group . Where appropriate, a letter of response will be sent to the customer, together with advice on how to progress the matter in writing to Stage 2 of the complaints procedure if still dissatisfied.



If a customer is dissatisfied with the outcome of their complaint at Stage 1, they may refer it to Stage 2 for formal investigation.

The COO within the Mobilise Group will deal with your Stage 2 complaint and may be independent to the service your complaint concerns. All relevant documents/policies will be examined and, if appropriate, the customer and staff member(s) involved will be at Director Level.

A formal, detailed letter of response will be sent to the customer, in a bid to resolve the matter to his/her satisfaction. Where a complaint is upheld, it will involve a written apology, and if appropriate, detail actions to be taken to remedy the complaint, to prevent a repetition in the future.

Should a customer disagree with the outcome of a Stage 2 complaint, he/she may refer the matter to the Public Services Ombudsman to request an independent investigation.



Staff may assist a customer to make a written complaint at any stage. Alternatively, a friend or an organisation, such as Age Concern, or the Citizen’s Advice Bureau may assist or act on their behalf and the procedures outlined in this policy will apply.

Difficulties can occur trying to investigate complaints retrospectively, so the Mobilise Group expects customers to raise their complaint within 12 months of becoming aware of the problem. Complaints received outside this timescale will not be investigated, unless exceptional circumstances can be demonstrated.

Complaints of a “cross-service” nature involving a number of Mobilise Group sites will receive one single coordinate response, wherever possible.

Anonymous complaints received will be referred to the COO to determine whether the issue raised warrants investigation. However, it will not be possible for a response to be sent to the customer.

Only the COO of the Mobilise Group will give feedback via our Website.


Exceptions to Complaints Procedure

Most complaints will be dealt with in accordance with this procedure. However, certain types of complaints are covered by other procedures including:

  • Allegations of criminal activity
  • Approved working practices
  • GDPR


Should any of the above types of complaint be, these will be referred to the relevant service to be dealt with.


Verbal/Written Abuse from Customers.

The Mobilise Group expects its employees to be treated with courtesy and respect. Verbal abuse or aggressive behaviour from customers by telephone, in face-to-face situations, or in writing, will not be tolerated.

If employees experience such abuse, they will advise customers that their call/visit will be terminated, if the behaviour continues. In the case of written abuse, the COO should respond stating that written abuse is unacceptable and that more appropriate language should be used in any future written dealings with the Mobilise Group .


Unreasonably Persistent Customers/Vexatious Complaints.

A “vexatious or unreasonably persistent complainant” can be defined as:

” Someone who is not seeking to resolve a dispute with Mobilise Group themselves and the Mobilise Group , but is seeking to cause unnecessary aggravation or annoyance to the Mobilise Group .”

In such cases, restricted contact arrangements will be considered and the Mobilise Group ‘s.

Unreasonably Persistent Customers

The Mobilise Group will reserve the right to decline further contact with the customer.

Requests refused under the Freedom of Information Act.

When information is declined under the Freedom of Information Act , a person may request a review of the decision. The MD will undertake a review of the decision, and will respond to the person within 20 working days concerning the outcome of the review.


Quality Monitoring and Reporting Process.

Use of Feedback to Inform

(i) Outcomes

The Mobilise Group will use the outcome of complaints and any remedial action taken as a positive method of improving services.

(ii) Standards attained

Compliance with our response standards are reported on a quarterly and annual basis.

Dissatisfaction with our Complaints Procedure.

If dissatisfied with the outcome of a complaint, a customer may contact the Public Services Ombudsman, to request an independent investigation of their case.


June 2019