If you need to complain
This is what you can expect from us
- We will take your complaint seriously
- We will deal with your complaint quickly and professionally
- Your complaint will be confidential and we will make sure it does not adversely affect the service you are receiving
- We will take action to resolve your complaint as soon as possible
How to complain
- If you can, the first thing you should do is talk to the person providing the service about the problem. This way we can try and resolve the issue informally. We will record that you have made a complaint.
- If you don’t want to talk to the person providing the service, please contact the Director. At this stage we will try and resolve the issue informally.
- If you want to make a written complaint or are not happy with the proposed informal resolution, the Director can assist you. Written complaints will be investigated by managers or Board members not directly involved with delivering the service. You will receive a response to your complaint within 28 days.
- If you are not satisfied with this response you can appeal the decision by requesting a Review Panel Hearing within 28 days of receiving our response. The Panel will meet with you within 28 days and respond to you in writing within 5 working days of this meeting.
Tell us what you think.
What has gone well? What could have been better?
We want to hear what you really think – what has gone well and what could be better. We want you to talk to us about your experiences here so we know what is working – and what is not going well.
If something is wrong and you don’t tell us about it, we can’t put it right, so please do take a minute to complete the form or have a chat with a member of staff.
