Corporate Social Responsibility Policy, Compliments, Suggestions & Complaints
Policy brief & purpose
Our Corporate Social Responsibility (CSR) company policy refers to our responsibility towards our environment. Our company’s existence is not lonely. It's part of a bigger system of people, values, other organisations and nature. The social responsibility of a business is to give back to the world just as it gives to us.
What is corporate social responsibility?
Our Corporate Social Responsibility (CSR) company policy outlines our efforts to give back to the world as it gives to us.
Scope
This policy applies to our company and its subsidiaries. It may also refer to suppliers and partners.
Policy elements
We want to be a responsible business that meets the highest standards of ethics and professionalism.
Our company’s social responsibility falls under two categories: compliance and proactiveness. Compliance refers to our company’s commitment to legality and willingness to observe community values. Proactiveness is every initiative to promote human rights, help communities and protect our natural environment.
Compliance & Legality
Our company will:
- Respect the law
- Honour its internal policies
- Ensure that all its business operations are legitimate
- Keep every partnership and collaboration open and transparent
Business Ethics
We'll always conduct business with integrity and respect to human rights. We'll promote:
- Safety and fair dealing
- Respect towards all service users
- Anti-bribery and anti-corruption practices
Protecting the environment
Our company recognizes the need to protect the natural environment. Keeping our environment clean and unpolluted is a benefit to all. We'll always follow best practices with recycling and using chemical substances. Stewardship will also play an important role.
Protecting people
We'll ensure that we:
- Don't risk the health and safety of our employees and community.
- Avoid harming the lives of local and indigenous people.
- Support diversity and inclusion.
Human rights
Our company is dedicated to protecting human rights. We are a committed equal opportunity employer and will abide by all fair labour practices. We’ll ensure that our activities do not directly or indirectly violate human rights in any country (e.g. forced labour).
Proactiveness
Our company is proactive in all aspects of Corporate Social Responsibility and is always proactive and creative in our application of the Corporate Social Responsibility Company Policy.
Donations and aid
Our company will preserve a budget to make donations. These donations will aim to:
● Advance the arts, education and community events.
● Support a range of charities directly or indirectly
● Alleviate those in need.
Volunteering
Our company will encourage its employees to volunteer. They can volunteer through programs organized internally or externally. Our company may sponsor volunteering events from other organizations.
Preserving the environment
Apart from our legal obligations, our company will proactively protect the environment. Examples of relevant activities include:
● Recycling
● Conserving energy
● Growing and planting trees
● Using environmentally-friendly technologies
Supporting the community
Our company may initiate and support community investment in educational programmes. For example, it may begin partnerships with vendors of IT equipment to ensure wider community access and participation.
Learning
We will actively invest in R&D. We will be open to suggestions and listen carefully to ideas. Our company will try to continuously improve the way it operates.
Our company is committed to the United Nations Global Compact. We'll readily act to promote our identity as a socially aware and responsible business. Management must communicate this policy on all levels: managers are also responsible for resolving any CSR issues.
Compliments and Suggestions
We always welcome any comments and compliments about our service. Please contact us
in any of the ways mentioned below, complete an evaluation form where provided, or email us.
Complaints
We are committed to providing an outstanding level of service.
We aim to ensure that:-
• Making a complaint is as simple as possible
• We treat all complaints seriously
• We deal with any complaint promptly, fairly and in confidence
• We learn from complaints and use them to improve our service
What is a complaint?
A complaint is when you tell us that you are not happy about the service we provide. It could include:
• If we do not deliver a service on time
• If we give you the wrong information
• If you receive a poor quality service
If the complaint involves an organisation or other person outside our control, we will direct you to the relevant point of contact.
How do we deal with complaints?
We try to resolve complaints as soon as they arise. Wherever possible a member of staff will endeavour to resolve any complaint directly, however communicated, as soon as they become aware of it. We recognise however that some issues may arise where immediate resolution may not be possible.
If a resolution is not achieved by a member of staff directly, or if it involves a mediator or statutory service, the complaint should then be made in writing. A Director will then take responsibility for resolving the complaint within a reasonable amount of time. A Director may wish to investigate the complaint before a decision is made on an appropriate resolution. The investigation will be carried out by somebody other than the person that the complaint relates to.
Response times
In dealing with any complaint we will:-
• Acknowledge receipt of your complaint within 5 working days.
• Issue a full response within 21 working days.
• Where it is not possible to meet the above response time, we will keep you informed and provide an explanation for the delay (including for example, referral to external legal advisers and/or insurers).
How to make a complaint
If you wish to make a complaint you can contact us in any of the ways listed below:-
• By email to: cdh@resolutiondynamics.co.uk, charles@senmediator.co.uk, or kate@senmediator.co.uk
• In writing to: Managing Director, Resolution Dynamics, The Colmore Building
20 Colmore Circus, Birmingham B4 6AT.
Further complaints
If you have exhausted our internal complaints procedure and you are still dissatisfied with our resolution of your complaint, you can complain to the CMC (on certain grounds). Details of the CMC's appeal processes can be found here: https://civilmediation.org/for-the-public/complaints/
You can also complain to the services framework provider for the service you have used (if you are unsure who that is, please do ask us for details of the person/department to contact).
