Complaints Procedure
Stage 1
Your complaint will be investigated by the immediate line manager located in your area, who will acknowledge your complaint within two working days. They will log your complaint in our systems and conduct a full investigation. The manager will work to achieve a resolution by telephone or a face-to-face interaction to discuss the concerns raised within five working days, to confirm any agreed actions and the resolution reached. The manager will then write to you to confirm the resolution within 10 working days of the discussion. If you would like to take your complaint further, it will move on to Stage 2.
Stage 2
Your complaint will be escalated to the appropriate senior manager to investigate any remaining concerns. They will send you a written response within 10 working days. If we receive no further correspondence from you within one calendar month, the complaint is considered as closed.
Stage 3
If you remain unhappy, your complaint will be escalated to the Quality & Standards team and the Group Continuous Improvement & Quality Lead. Quality & Standards will conduct an independent review and work in collaboration with a director, to inform and improve. The director will notify our Trustees where appropriate. Quality & Standards or the Group Continuous Improvement & Quality Lead will provide you with a formal written response within 10 working days, detailing the findings and outcome, and any suggested resolution.
Compliments and Suggestions
Your feedback is important to us and we always welcome any suggestions or compliments. If you would like a response to your suggestion or feedback please let us know and we will respond within 10 working days.
Complaint Policy and Procedure Documents
Please follow the links below: