Fathm values in action

One of Fathm’s company values is integrity. To us this means being guided by the principles of honesty, fairness, and trust to provide a professional and reliable service. Whilst we strive for excellence in everything we do, we recognise that every now and again we may get things wrong or have room for improvement.

We welcome and value feedback that we can use to listen, learn, and improve what we do. Your comments, compliments, and complaints contribute to helping us deliver the highest quality of service.

Who can use this policy

Individuals and organisations wishing to comment on, compliment, or complain about the performance of a Fathm service and the conduct of Fathm team members including staff, contractors and third parties working with or representing us. 

This policy does not apply to Fathm team members who should use our internal policies.

Comments and Compliments

Comments and complaints are feedback about the work we do, the way we do it, and the people delivering that work.

• What is a comment? General or neutral feedback

• What is a compliment? Positive feedback expressing satisfaction

We welcome comments and compliments on our work; it is helpful to hear what people think about us and what we do and this feedback can:

• Influence our policies, procedures, service deliver, and the decisions we make

• Help us maintain standards

• Raise important issues that can lead to change for the better

• Help us make sure we praise and reward achievement

Wherever we can, we will record and review comments and compliments we receive, sharing them internally as appropriate.

We will endeavour to acknowledge comments and compliments however whilst this may not always be possible, please be assured your comments and compliments are appreciated.

How to share a comment or compliment with us

Please complete the contact us form on our website. If you are unable to use the contact us form, please email enquiries@fathm.co with ‘comment or compliment’ as the message subject.

Complaints

What is a complaint? Feedback expressing dissatisfaction about work we do, the actions we have taken or not taken, and the people delivering that work

There may be times when one of our team, or someone acting on our behalf, makes a mistake or does not provide our usual high standard of service. When this happens and we receive a complaint about it, we will take this seriously and address it in a timely manner.

We will maintain confidentiality of personal information about any person making a complaint as far as we reasonably can by only disclosing personal information on a need to know basis to people who require it to address the complaint or are legally permitted to have access to it. 

There are some circumstances when we are not able to respond to a complaint. These include the following which will not be treated as complaints under this policy:

If someone makes a complaint anonymously or does not provide contact details

• The complaint is not about Fathm

• The complaint is unclear

• The complaint is sent to us and other organisations a bulk email or mail

• The complaint contains abusive, aggressive, or discriminatory language

• The complaint is known to be malicious

• The complaint is already being investigated by an external regulatory body - unless that body instruct us to investigate

• We need further information about the complaint and when requested, it is not provided

How to share a complaint with us

Please complete the contact us form on our website. If you are unable to use the contact us form, please email enquiries@fathm.co with ‘complaint’ as the message subject.

Please be clear about: the nature of your complaint, how you have been affected, what you would like the outcome of the complaint to be.

How we will deal with complaints

• When we receive a complaint we will:

• Acknowledge receipt within 5 working days

• Follow a fair and thorough investigation process to establish the facts

• Ask you to provide additional information if appropriate

• Provide you with a written response within one calendar month stating the outcome of the complaint – if this is not possible we will let you know the date by which you are likely to receive a response

When responding to complaints we must maintain privacy and confidentiality; we cannot, for example, provide information that would:

• Breach requirements for privacy as set out in legislation such as the Data Protection Act 2018 including the UK GDPR.

• Breach requirements for confidentiality as set out in the various contracts and agreements we are party to.

Dissatisfaction with the outcome of a complaint

You must notify us in writing within 7 days if you are dissatisfied with the outcome of a complaint. We will pass the matter to a senior member of the Fathm team who will:

• Acknowledge receipt within 5 working days

• Review the original complaint and investigation

• Follow a fair and thorough investigation process to establish the facts if further investigation is needed

• Provide you with a written response within one calendar month stating the outcome of the complaint - if this is not possible we will let you know the date by which you are likely to receive a response.