Complaints Procedure

How to make a complaint

Sleep Unlimited Ltd welcome feedback in the form of both compliments and complaints and use these to help improve their services.

 

Sleep Unlimited Ltd will treat all complaints seriously, confidentially, and equally.  They will respect your wish to remain anonymous should you choose this.

If you have a complaint about any of the services, work, employees, or contractors of Sleep Unlimited Ltd you can do this by contacting them at the following places:

By Post:

P O Box 570
Gateshead
NE8 9GF

By phone: 0191 580 0008 – our office hours are between 9am and 5pm Monday to Friday excluding bank holidays.

​By email: Info@sleepunlimited.co.uk – please state ‘Complaints Department’ in the subject field of your email.

By contact form: Please visit their website www.sleepunlimited.co.uk and complete the contact form on the ‘Contact’ page.

What information Sleep Unlimited Ltd need:

 

Please provide as much of the following information as possible so that Sleep Unlimited Ltd can investigate the complaint fully:

  • Your name and contact details (email or postal address) and a phone number, this is important in case they need to contact you for further details and also to keep you updated.
  • The details of your complaint – why you are complaining, a clear description of the issue, including dates and people involved.
  • Any correspondence that you have that is relevant to the complaint.

If you are complaining on someone else’s behalf:

If your complaint is on behalf of someone else, Sleep Unlimited Ltd will need to seek their consent to go ahead with any investigation.  In this case, Sleep Unlimited Ltd will contact you to arrange this.

 

 

What happens next:

 

When Sleep Unlimited Ltd receive a complaint from a person, they will respond within 3 working days in writing to acknowledge receipt of the complaint and to advise you of next steps.

Sleep Unlimited Ltd will attempt to resolve complaints on an unofficial basis if appropriate in the first instance.  If this does not resolve the issue, or if the initial complaint is of a more serious nature, then a more official stance will be taken, such as in the following circumstances (this list is not exhaustive):

  • The complainant has requested an investigation,
  • The complaint involves a personal data issue,
  • There is a conflict of interest between the complainant and an employee,
  • The issues are complex and require an investigation,
  • The complaint represents a high or serious risk to the company,
  • The facts are unclear, or the complaint will require additional time to resolve,
  • The complainant is identified as being vulnerable,
  • Child protection issues are involved,
  • The issues do or may affect more customers,
  • There has been any media contact or attention,
  • A professional body or supervisory authority requires it.

 

Investigating the complaint:

Sleep Unlimited Ltd will keep you informed of the steps they are taking to resolve any issues.  This will depend on the nature of the complaint, as will the timescale in dealing with the complaint.

If your complaint is about discrimination or harassment, Sleep Unlimited Ltd will follow internal disciplinary procedures and ensure that the complainant is fully protected.

Sleep Unlimited Ltd will update the complainant regularly and will keep formal records of any complaints.

If a complaint is escalated externally, Sleep Unlimited Ltd will cooperate fully with the independent investigation.

Your Rights and information we hold:

Under the GDPR (2018), you have rights as an individual which you can exercise in relation to the information that we hold about you.  You can read more here Data protection: The Data Protection Act – GOV.UK (www.gov.uk)

Sleep Unlimited Ltd make up a file containing the details of the complaint.  This will normally contain the identify and contact details of the complainant, anyone else involved and will have details of all correspondence, action taken, and interviews conducted.  Sleep Unlimited Ltd will only use the complainant’s personal information to process the complaint.  It may be necessary to disclose the complainant’s identity when processing the complaint.  If the complainant wishes to remain anonymous, Sleep Unlimited Ltd will respect this, although it may not be possible to handle a complaint fully on an anonymous basis.  We keep all information relating to a complaint for two years from closure securely, and only those who need to deal with the complaint will have access to this information.

Sleep Unlimited Ltd aims to meet the highest standards when collecting and using personal information.  We take complaints about this very seriously.  If you would like to make a complaint about how your personal information has been processed, please contact us at info@sleepunlimited.co.uk or by filling out the contact form on our website.  We will report any data breach to the ICO and inform the people affected.

P O Box 570
Gateshead
NE8 9GF

Tel: 0191 580 0008
​Email: Info@sleepunlimited.co.uk

This policy is reviewed regularly.  Last review March 2023.