COMPLAINT PROCEDURE

Introduction

We always aim to provide a high standard of care in all our services.

Our customers’ views are important to us and help to ensure our services are consistently meeting people’s needs. If you are unhappy with any of our services it is important that you let us know.

If a complaint is regarding loss of security deposit, you may wish to read our terms and conditions of hire first.  We only withhold security deposits in relation to not adhering to the terms.

Making a complaint

We aim to handle complaints quickly, effectively and in a fair and honest way. We take all complaints seriously and use valuable information from investigating to help us improve the service we provide. We treat all complaints in confidence.
St Wilfrids Community Centre assures clients and their families that it will not withdraw or reduce services because someone makes a complaint in good faith.

How you can make a complaint

You can complain:

in person (via appointment only)

by telephone (07484684065)

through a member of our staff

by email (use form below)

How we handle complaints

The Registered Manager or St Wilfrids Community Centre may ask one of the management team to investigate the complaint. That person will have enough seniority and experience to deal with the issues raised by the complaint.

We will acknowledge a complaint within 3 working days and give you the name and contact details of the person investigating it.

We will keep you informed about the progress of the investigation. We aim to have all complaints finished within 28 working days unless we agree a different time scale with you.