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Complaints Policy

Introduction:

At Sunset, your satisfaction is the horizon we strive for. We understand that sometimes, despite our best efforts, you may feel the need to express dissatisfaction or concern. Our Complaints Policy is designed to address such instances transparently, efficiently, and fairly.

Our Promise:

We promise to take every complaint seriously, to handle it with the utmost respect, and to address it as swiftly and effectively as possible.

How to Make a Complaint:

If you have a complaint, we want to hear about it. Please reach out to us via:

Responding to Complaints:

  • Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.

  • Investigation: We will thoroughly investigate the circumstances surrounding your complaint. This may involve speaking to the staff involved, checking records, and other necessary actions.

  • Resolution: We aim to resolve complaints within 10 business days of receipt. If it looks like it will take longer, we will inform you and keep you updated on our progress.

  • Communication: You will receive a response from us detailing the outcome of our investigation. We will also provide you with explanations and, where appropriate, the steps we will take to rectify the issue or improve our services.

Escalation Process:

If you are not satisfied with the initial handling of your complaint, you can ask for the issue to be reviewed at a higher level within our company. This ensures that your complaint is given a fresh look by another member of our team with the authority to make more substantial changes if necessary.

Confidentiality:

All complaints will be handled confidentially and in compliance with privacy laws and regulations.

Monitoring and Learning:

We monitor all complaints to identify patterns and systemic issues. This helps us to take action to prevent similar problems from happening in the future.

Policy Review:

This policy will be reviewed annually to ensure it remains effective and reflects best practices.