Complaints Procedure

Complaints Handling Policy

Our complaints policy

We are committed to providing a high-quality communication service to all our clients and services users.  If something goes wrong, we need you to tell us about it.  This will help us to improve our standards.

If you have a complaint, please contact us with the details either by post or email to

 What will happen next? 

  1. We will send you a letter acknowledging receipt of your written complaint within three days of receiving it, enclosing a copy of this procedure. 
  2. We will then investigate your complaint. This will normally involve passing your complaint to Jason Hargreaves, , who will review the matter and speak to the communication support worker in question. 
  3.  We will then contact you to discuss and resolve your complaint. We will do this within 14 days of sending you the acknowledgement letter. 
  4. Within three days of the discussion, we will write to you to confirm what took place and any solutions that we have agreed with you.