We want to hear comments on our service so we can improve all the services we offer in the future. Anyone, no matter who they are, can raise concerns or comment on our service. If you wish you can ask someone else to make a complaint on your behalf.
All comments and complaints will be dealt with confidentially.
What to do if you wish to make a complaint
If you feel comfortable about speaking to the member of staff you have been dealing with, please tell them that you are dissatisfied. They will discuss your complaint with you and take any action required. They will also make a record of your complaint for monitoring and evaluation purposes.
We would hope that any problems or concerns can be dealt with satisfactorily in this way.
If you don’t want to speak directly to the member of staff concerned then please proceed to the next stage.
What to do if you wish to make a formal complaint
Please write or telephone with details of your complaint to:
The Complaints Officer
TEL: 0333 323 2400
Your complaint will be acknowledged within 5 working days.
The Complaints Officer will deal with your complaint as quickly as possible and will keep you informed of progress. The job of the Complaints Officer is to facilitate a quick and satisfactory response to your complaint and to be a clearly identifiable person for you to deal with.
The Complaints Officer will try to respond to your complaint within 20 working days, but if it is going to take longer you will be given the reason for the delay.
You will be notified in writing of any decision on your complaint and of any action which is being taken.
We hope that the situation will be resolved to your satisfaction at this stage and that no further action will be required.
However, if you are not happy with the response given by the Complaints Officer, then please move on to Stage 2.
If you feel that the situation has not been resolved by the investigation in Stage 1, you can write to the Chief Executive. Your complaint will be acknowledged within 5 working days, and we will try to give a final response within 20 working days.
If you are not satisfied with the outcome at the end of Stage 2 you can appeal to the Appeals Panel. You must do this within 20 working days of receiving the Chief Executive’s letter. The Appeals Panel will consist of members from the Board of Trustees. The Panel will investigate the complaint and will meet with you if you wish.
The Appeals Panel can be contacted by writing to:
The Company Secretary
Board of Trustees
The decision of the Appeals Panel will be final.