Feedback – Working with you to improve our communities

Compliments, comments, and complaints

The Active Wellbeing Society (TAWS) views compliments, comments and complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the individual or organisation that has submitted the comment or complaint.

We are committed to creating an open and honest culture which acts to protect the rights of the people with whom we work. We welcome feedback of any kind – please get in touch.

Submitting a compliment, comment, or complaint

We want to make it easy for you to contact us and to provide a compliment, comment or submit a complaint. These are the ways you can get in touch with us:

1. Face to face: if you are dealing with a member of staff and you wish to provide feedback, then please speak to them directly. It may be possible to resolve the matter immediately.
2. You can submit your compliment, comment, or complaint via our online form below.
3. You can telephone us on 0121 728 7030.
4. You can email us at [email protected].
5. You can write to us at our head office: The Active Wellbeing Society, Manor House, Redfern Road, Tyseley, Birmingham B11 2BE.

Resolving comments and complaints

We are committed to being open and transparent when dealing with comments and complaints. We will ensure that all comments and complaints are investigated fairly and in a timely manner. Your right to receive a service will not be affected if you submit a comment or make a complaint.

We have a 3-stage comments and complaints procedure. We try and deal with the issue wherever possible at stage 1.

We aim to provide you with an acknowledgement within three working days by email or phone to tell you that your comment or complaint has been received. We will advise you of an expected timeline for a response.

Stage 1: Acknowledgement and resolution – Informal comment or complaint

This covers all comments or complaints that can be dealt with immediately and can be resolved at first point of contact. We aim to respond in writing within a maximum of five working days from receipt of the comment or complaint. If your comment or complaint cannot be resolved at Stage 1, it will automatically be escalated to stage 2.

Stage 2: Formal comment or complaint

Comments or complaints that are complex and require further investigation from the outset will be recorded under stage 2. We aim to respond in writing within a maximum of 15 working days, from escalation of the comment, or complaint, from stage 1.

Stage 3: Escalation

We will do our best to resolve your comment or complaint. However, if you are dissatisfied with the response you can request to have your comment or complaint reviewed. This is the final step in our policy.

To escalate a comment or complaint, please write to the Resources and Governance Manager at the address below:

Resources and Governance Manager,
The Active Wellbeing Society,
Manor House,
Redfern Road,
Tyseley,
Birmingham,
B11 2BE

Email: [email protected]

Timescales

If your comment or complaint is more complex, then it may take us longer to resolve than the timescales stated. In such circumstances, we will keep you updated on when we expect to resolve your comment or complaint whilst endeavouring to do so as quickly as possible.