Our process for resolving your complaint is structured around listening, responding and improving. This helps us to take a more active approach in asking for people’s views, deal with complaints more effectively and use the information we receive to learn and improve.
When we receive a complaint, we will:
- make sure that we really understand the issues
- find out what you want to happen as a result
- get the right information to assess the seriousness of your complaint
- agree a plan and timescale with you at the outset
- maintain regular communication with you.
To resolve your complaint, we will:
- arrange for your complaint to be investigated in a way that will resolve it
speedily and efficiently
- keep you informed about the progress of the investigation
- respond in the timeframe agreed or agree an appropriate extension with you
- explain how the complaint has been considered and how the conclusions were reached
- advise you of any action we will be taking as a result of your complaint
- advise you of the action you can take if you remain dissatisfied.
As a result of any complaint, we will:
- identify service problems and put them right
- put into place appropriate staff learning, training or guidance
- identify and minimise any risks
- show that lessons have been learnt.