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If the concern cannot be resolved, it will be escalated using the establishment\\u2019s complaints procedure.\",\"text_align\":\"left\"},\"elements\":[],\"widgetType\":\"image-box\"},{\"id\":\"9ad2e3a\",\"elType\":\"widget\",\"settings\":{\"space\":{\"unit\":\"px\",\"size\":20,\"sizes\":[]}},\"elements\":[],\"widgetType\":\"spacer\"},{\"id\":\"b93d1a2\",\"elType\":\"widget\",\"settings\":{\"image\":{\"url\":\"\",\"id\":\"\"},\"title_text\":\"What happens once we receive a complaint?\",\"description_text\":\"Complaints may arrive through the channel publicised for that purpose or through any other contact details or opportunities the complainant may have.<br><br>Complaints received will be noted. 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The complaint information will be passed to the CEO of TFoIS Ltd within 24 hours.  If the complaint relates to a specific person, they will be informed and given a fair opportunity to respond.  Complaints will be acknowledged by the person handling the complaint within 48 hours.  The acknowledgement will state who is dealing with the complaint and when you can expect a formal reply and potential resolution.  Ideally complaints will receive a definitive reply within two weeks in total. If this is not possible because for example, an investigation has not been fully completed, a progress report will be sent with an indication of when a full reply will be given.<br><br><b>Stage Two:<br><\\/b>If you feel that the problem has not been satisfactorily resolved at Stage One, you can request that the complaint is reviewed at higher. At this stage, the complaint will be passed to an experienced and qualified HR Manager.  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