Complaints

Unhappy with our service? Please tell us!

We try our best to make sure nothing goes wrong, but we want to hear from you if it does

If you're unhappy with the service you have received from us, please tell us. Your complaint will help us put things right and improve our service to you and other customers.

Our complaints procedure helps you tell us what has gone wrong and gives us all the information we need to put things right.

We take all complaints seriously and believe that we can learn from our mistakes to improve our service.

It's when you tell us you are unhappy because:

·        the standard of service you got from us was poor

·        we didn't do something we agreed to do

·        we gave you the wrong information

·        of the way we treated you.

Please remember that making a complaint will not affect your right to fair treatment and good service from us!

You can tell us what is wrong in person, by phone, by letter, by text, by email or through our website, please click on the Report it tab at the top of this page.

If you wish, get a friend or relative to come with you, or make the complaint for you.

Often we can sort out your complaint on the spot. If we can't, we will investigate your complaint.

We have a complaints procedure that has 4 stages you can go through. You may not need to use all 4 stages – this will depend on how satisfied you are with our response at the end of each stage.king a i

When we get your complaint, we will try to sort it out quickly and informally by giving you information or taking any appropriate action.

We will do our best to resolve your complaint to your satisfaction without you needing to do anything else.

If our staff are unable to put things right or you are still unhappy, we will arrange for one of our managers to investigate your complaint. They will:

·        contact you within 2 working days to discuss your complaint

·        write to acknowledge your complaint within 3 working days, if they can't contact you in another way

·        investigate your complaint fully

·        meet you to try and agree a way forward, if this is appropriate

·        make sure you receive a full written reply telling you what we have agreed to do, within 10 working days (if this is not possible, we will write to say why and tell you when you can expect a reply).

·        make sure any action agreed with you is carried out

If you have been through stages 1 and 2 and are still unhappy, you can ask for the service director to review your complaint. When dealing with your complaint, they will follow the same procedures outlined in stage 2.

If you are still unhappy with the outcome of your complaint, you can ask for our Customer Service Panel, which is made up of board members, to consider your complaint.

We will invite you along to discuss your complaint. The panel will review your complaint, how it has been dealt with and decide what should be done.

You will receive a letter telling you what the Customer Service Panel has decided, within 5 working days of the panel meeting.

We can take various steps to put things right. We can:

·        apologise

·        carry out work, such as repairs

·        review a policy

·        change a decision

·        improve procedures and train staff in any changes.

We will do our best to resolve your complaint to your satisfaction without you needing to do anything else.

If we find you have been disadvantaged in some way, we will consider paying compensation. Generally, compensation will be in recognition of any financial loss you have had.

Apart from asking for help from a friend or relative or one of our staff, you can also contact:

·        the Citizens Advice Bureau

·        the Local Government Ombudsman

·        your local councillor

·        your MP

·        a solicitor.

The Local Government Ombudsman is an independent organisation that can investigate a complaint, but normally only after it has gone through all 4 stages of our complaints procedure.

 For an information leaflet, please contact your local Yourlink office or you can visit the Local Government Ombudsman Website .