1.1 Lyra International is committed to treating clients fairly and providing services to a high standard.
1.2 In instances where a complaint arises, Lyra International has developed this policy to provide guidance to help ensure complaints are dealt with swiftly, fairly, and consistently.
2.1 This policy covers the way Lyra International receives and handles complaints made against us, its representatives, and its employees.
2.2 This policy is applicable to all written and oral complaints received across the Lyra International network.
2.3 Directors, managers, and employees asked to resolve complaints will refer to this document before investigating.
3.1 Lyra International takes complaints very seriously and is fully committed to ensuring fair and honest investigations are completed into any allegations raised.
3.2 Where a client has expressed dissatisfaction, the responding Director, manager, or employee aims to deal with cases efficiently, professionally and in a timely manner.
3.3 Lyra International will give the complainant full transparency of its complaint’s procedure and any available resolutions.
4.1 A complaint is defined as any oral or written expression of dissatisfaction, whether justified or not, from, or on behalf of, a person receiving service.
4.2 This definition also covers complaints regarding the complaints-handling process itself.
4.3 In the context of this policy, there is a distinction between a complaint and general service feedback. While Lyra International welcomes and values feedback, this information is not treated in the same way as a complaint as defined under this policy.
5.1 Our clients expect and deserve good quality service and as a business we strive to meet this expectation.
5.2 Lyra International will always aim to put things right if they have gone wrong and will manage the complainant’s expectations. Equally if no wrongdoing has been found, this will be appropriately and formally communicated.
5.3 Lyra International has committed to:
5.3.1 Effective and transparent procedures for the reasonable and prompt handling of complaints which are established, implemented, and maintained.
5.3.2 Dealing with complaints timely and fairly, with each complaint receiving proper consideration.
5.3.3 Maintaining records of all complaints for a period of 5 years.
5.3.4 Learning from complaints and the issues surrounding them to help avoid similar concerns arising, improve our services and the overall complaints systems.
6.1 When acknowledging a complaint, a named dedicated point of contact is provided. This allows for the complaint to be continually monitored and owned.
6.2 Simple, easy to understand and jargon free language is used when communicating with the complainant. Emotive or provocative language are avoided.
6.3 Accessibility is key, it is important that everyone receiving a service from us and or interacting with us feels confident to communicate their concerns in a method that suits them. We will endeavour to meet special requests when needed.
6.4 Clear expectations are set throughout the process, and specific timeframes are met.
6.5 If applicable, complainants will be signposted to a relevant organisation, for example the Information Commissioners Office (ICO) for further information.
6.6 Understanding the distinction between feedback and a complaint. Under this policy a complaint is defined as an “expression of dissatisfaction” so identifying a complaint quickly is important to ensure concerns are addressed formally.
7.1 All complaints are made:
8.1 Our complaints procedure does not end with the final response letter. Upon concluding a complaint, analysis of the issues are completed and a “lessons learnt” report is distributed to the management team.
8.2 The report will focus on ways we can improve systems, procedures, and our overall service to help keep up to date with evolving needs.
Contact details for questions and suggestions. Email: intcustomercare@lyrahealth.com
