ICAS Complaints Policy and Procedure

1. Purpose


1.1 ICAS is committed to treating clients fairly and providing services to a high standard.
1.2 In instances where a complaint arises, ICAS has developed this policy to provide guidance to help ensure complaints are dealt with swiftly, fairly, and consistently.


2. Scope


2.1 This policy covers the way ICAS receives and handles complaints made against ICAS, its representatives, and its employees.
2.2 This policy is applicable to all written and oral complaints received across the ICAS network.
2.3 Directors, Managers, and employees asked to resolve complaints will refer to this document before investigating.


3. Policy Statement


3.1 ICAS takes complaints very seriously and is fully committed in 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 ICAS will give the complainant full transparency of its complaint’s procedure and any available resolutions.


4. ICAS’s definition of a complaint


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 an ICAS 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 ICAS welcomes and values feedback, this information is not treated in the same way as a complaint as defined under this policy.


5. Complaint handling commitments


5.1 Our clients expect and deserve good quality service and as a business we strive to meet this expectation.
5.2 ICAS 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 ICAS has committed to:
• Effective and transparent procedures for the reasonable and prompt handling of complaints which are established, implemented, and maintained.
• Dealing with complaints timely and fairly, with each complaint receiving proper consideration.
• Maintaining records of all complaints for a period of 5 years.
• Learning from complaints and the issues surrounding them to help avoid similar concerns arising, improve our services and the overall complaints systems.


6. How ICAS will deal with a complaint


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 ICAS and or interacting with ICAS feels confident to communicate their concerns in a method that suits them. ICAS 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. Complaints procedure


7.1 All complaints are made:
• With the Operational team, for example the Account Manager.
• By completing a Customer Feedback Form and returning this to the customercare@icasworld.com and or to the relevant Account Manager.
7.2 ICAS will only share complaint related data, including clinical information if consent to share has been received and recorded by the complainant via the Customer Feedback Form.
7.3 When logging a complaint, the following specific information is required:
• Nature of the complaint
• Complainant’s full name
• Case reference number (if known)
• Number or email the employee dialled the EAP from
• Number the employee dialled
7.4 Staff at managerial level or above are responsible for investigation and answering a complaint. Where required, support is sought from the Legal and Compliance team.
7.5 All complaints are to be acknowledged within 24 working hours of receipt.
7.6 Upon acknowledging a complaint, a full investigation will be conducted, and if required further information will be request from the complainant.
7.7 ICAS is committed to responding to complaints within 10 working days of receiving the completed Customer Feedback Form. If this is not possible the complainant is advised accordingly.
7.8 The responding staff member will provide regular status updates to the complainant.
7.9 Upon completion of the investigation, a formal full and final response will be sent to the complainant via their preferred method of contact. The full and final response will set out ICAS’s understanding of the complaint, the findings of the investigation, and the outcome. Where financial redress is recommended this will be referred to the finance team before communicating it to the complainant.
7.10 If the complainant disagrees with the outcome, they have the right to ask for another suitably qualified and independent review of their complaint by senior manager at ICAS or a member of the Legal and Compliance team.


8. Learning and reporting


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 ICAS can improve systems, procedures, and our overall service to help keep up to date with evolving needs.

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ICAS is now becoming Lyra
The leading EAP solution with short-term counselling to support employee well-being and life management needs.