Associate Handbook 2018

CR&C is responsible for managing the way the complaint is handled thereafter. Associates are not responsible for deciding whether or not a complaint is justified.

The Company has a documented procedure for Complaints Handling (Complaints Procedure), which is found on LockDocs. All Associates are required to read and be familiar with this procedure. In order to ensure that the complaint is treated fairly, it is Company policy for Associates of a suitably senior level, who were not involved in the circumstances that gave rise to the complaint, to investigate complaints. Complaints are not necessarily a bad thing; they should be viewed in a positive light as the lessons learned from them enable the Company to take suitable steps to rectify matters and thus enhance the service it provides. It is vital that the processes detailed in Complaints Procedure are followed because this not only ensures fair treatment for the complainant; it also protects the business and reputation of the Company as well as the interests of its Associates.

10.19 Expenses Policy

The Company shall reimburse Associates for all reasonable travelling and other expenses, wholly and necessarily incurred in the performance of their duties subject to prior approval and the production of such receipts or other evidence of actual payment as the Company may reasonably require in accordance with the Company’s normal expense procedures whilst:

 Performing activities outside normal day to day duties i.e. travel

Maintaining the Company’s business

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Increasing the Company’s business

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Reimbursement will only be made to the actual costs incurred and provision of evidence. Items such as those listed below, will not be reimbursed by the Company:

Parking tickets

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Speeding fines

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 Personal effects – toiletries, non-business books and magazines, etc.

Personal organisers

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The procedure for claiming expenses is detailed on the expenses policy.