We are committed to being open and transparent when dealing with complaints and will keep you informed through every step.  We will ensure that all complaints are investigated fairly and in a timely manner. Your right to receive a service will not be affected if you make a complaint.

We have a 3 stage complaints procedure and will try and deal with complaints wherever possible at stage 1.  You will receive an acknowledgement within 3 working days by email/phone to tell you that your complaint has been received and advised of an expected timeline for a response. 

Stage 1 Acknowledgement and Resolution – Informal Complaint

Complaints that can be dealt with immediately and can be resolved at first point of contact.

We will respond within a maximum of 5 working days, from receipt of the complaint.

If your complaint cannot be resolved at Stage 1, it will automatically be escalated to stage 2.

Stage 2 Formal Complaint

Complaints that are complex and require further investigation from the outset will also be recorded as Stage 2 formal complaints.

We will respond within a maximum of 15 working days, from escalation of the complaint from stage 1.

We will formally record the outcome and actions, including what is recommended to resolve the complaint and the actions taken, when and by who.

Stage 3 Escalation

We will do our best to resolve your complaint, however if you are still not happy with the response you can request to have your complaint reviewed.  Please write to Head of Delivery at the address below, who will report the matter to one of our Directors, who will decide on any further steps required to resolve the situation.

Head of Delivery,
Studio 309, The Custard Factory,
Gibb Street,
Digbeth,
Birmingham.
B9 4AA

Email: [email protected]

Recording and Monitoring

A centralised record will be kept of all formal complaints, including the timescales, the actions taken and the outcomes for each complaint.  Complaints will be reviewed quarterly to identify any trends which may indicate a need to take further action and to ensure that any learning is shared.

For informal verbal complaints notes of the discussion will be taken which outline the complaint, the date on which it was received, and any solutions discussed.

Informal complaints of a serious nature will be formally recorded by the member of staff dealing with the complaint and appropriate action taken in line with the complaints policy.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know in line with Data Protection and GDPR requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Board in conjunction with the Deputy Chief Executive, Director for Insight and Knowledge.