Introducing our procedure

Benefits of our Procedure

You know your complaint will be dealt with consistently and efficiently
You will get a fair decision based on a recognised procedure, not the opinion of an individual
You know what to expect and when to expect it
It turns annoyance into positive action
it offers a solution to the problem

Encourage resolution of problems by informal means wherever possible
Be easily accessible and publicised
Be simple to understand and use
Be impartial
Be non-adversarial
Allow swift handling with established time-limits for action and keeping you informed of the progress
Ensure a full and fair investigation by an independent person where necessary
Respect your desire for confidentiality
Address all the points at issue and provide an effective response and appropriate redress, where necessary
Provide information to our management team so that our services can be improved