How did we do?

We are always keen to hear what people think about our services, so make sure you have your say.

Our complaints procedure

If you’re not happy with our service, please tell us. We want to make it right and improve our services in future.

To make a complaint, you can speak to the member of staff you have been working with, or the Quality Assurance Manager (ask at reception).  We will listen to you, and try to sort out any problems straight away.

If you’re not satisfied after speaking to us, you can make a more formal complaint to the Quality Assurance Manager. We will contact you within 7 days to explain how we are going to investigate your complaint.  Within the following 14 days, you will hear the outcome of this investigation.  If it is going to take longer than this, we will tell you.

If you’re still not satisfied, you can appeal within one month.  The Chief Executive (or a Trustee if the Chief Executive has already been involved) will review your complaint and respond to you within 4 weeks. Their decision is final and there is no further right of appeal.

Last updated: 10 November 2014