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If you have a suggestion or comment, please tell a member of staff. Your views will be noted, and if you wish, we will write to you within one week, telling you about what we intend to do.
If you have a complaint, you can talk directly to your worker, who will take your concerns seriously and resolve it if that is possible. Alternatively, you may ask to see a manager (in confidence if necessary), to explain your concerns, and ask that if possible the matter be dealt with informally.
If you wish to make a formal complaint, or comment on any matter, you can write to the Chief Executive of Swanswell (details on the back of the leaflet download above), who will instruct a manager to investigate. They will talk directly with you, to examine your concern in detail, with a view to achieving a solution if reasonably possible. You will also receive a letter from the Chief Executive to explain our response.
If you remain unhappy about our response to your concerns, you can ask to talk (in confidence), to one of our Trustees, who will decide whether any further action is needed.
In most cases, we would hope to resolve complaints within three weeks. If you are still not satisfied after talking with a Trustee, and wish to appeal, we will put you in touch with the officer of the public body (usually a Local Authority, Health or Probation Service) responsible for the contract with us, so that your concerns can be expressed directly to them. They could, if necessary or appropriate, direct us to provide a solution.
Comments Complaints Policy Document (PDF 38kb)
Comments Complaints Leaflet (PDF 33kb)
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