YOUR GUIDE TO MAKING A COMMENTS AND COMPLAINTS

TALK TO US

We aim to provide a caring, high quality service and are always glad to receive feedback from you. If you are happy with your own experience we would like to hear from you, because this helps us to know when we get it right. But more importantly, we need to know if we get it wrong or if there is something we can do better.

WE'RE HERE TO LISTEN

We will respond to ay concerns considerately, quickly and as effectively as possible. All comments and complaints are taken seriously, regardless of their nature: quality, pricing, administration or service. Please do not be concerned about "bothering" the staff. If you experience a problem, no matter how small, they would prefer to know about it and put it right.

STAGE 1

If you want to make a comment or complaint:

Approach the staff that has been looking after you, the sooner you make any comments - particularly complaints - the better. This allows us the opportunity to rectify the problem when it occurs.

If your concerns are not resolved to your satisfaction, then please contact the Site Manager in person, in writing or by telephone.

STAGE 2

If you are unhappy to the response to STAGE 1:

The site manager will personally investigate your complaint and reply to you. You may receive a telephone call and/or offer of a meeting if appropriate. If the matter cannot be rectified at the time you can expect:

1. A written acknowledgment of your complaint within 5 working days of receipt
2. A detailed written response within 25 working days of receipt
3. To be notified of any delays with reasons if a response within 25 working days is not possible

STAGE 3

If you are unhappy to the response to STAGE 2:

A Director will personally investigate your complaint and reply to you. You may receive a telephone call and/or offer of a meeting if appropriate. If the matter cannot be rectified at the time you can expect:

1. A written acknowledgment of your complaint within 5 working days of receipt
2. A detailed written response within 25 working days of receipt
3. To be notified of any delays with reasons if a response within 25 working days is not possible.