Reporting Dissatisfaction with the Service that you have received

This guide sets out the standards of service we aim to achieve when you report any dissatisfaction with the service that you have received.

If you report your dissatisfaction by telephone or in person to a member of staff we will:

• Take full details of the service or contact you are dissatisfied with, including the details of any staff involved. We will also take your contact details to ensure we keep you updated
• We will make every effort to resolve the issue at the time of your report
• If this is not possible, the details of your report will be passed to a supervisor. You will be given the name of the supervisor
• The nominated supervisor will contact you to discuss your concerns and explain what action they are going to take to resolve the matter

If you report your dissatisfaction via email:

• The member of staff who opens your email will make every effort to resolve the matter at that time. They will update you with their details and the actions that they intend to take to resolve the matter.
• If the person dealing is unable to resolve the matter, they will forward it on to a supervisor. You will be emailed with an update confirming this
• The supervisor will then contact you to discuss your concerns and explain what action they are going to take to resolve the matter

If you report your dissatisfaction via letter:

• On receipt of your letter we will forward it to the most appropriate person to resolve the matter. We will send you a letter of acknowledgement, advising you of the name/ contact details of the member of staff who will be dealing with it
• The member of staff who has been nominated to resolve your dissatisfaction will then make contact with you to discuss your concerns and explain the action they intend to take to resolve the matter.

However you report your dissatisfaction, resolution will be an interactive process. There may be occasions when we are unable to resolve the issue to your satisfaction. If this is the case you will be given a full explanation of the circumstances, which led toy your dissatisfaction, and in addition you will be able to discuss this with whoever is dealing with your issue.

For any report of dissatisfaction, the person dealing with the matter should aim to resolve the issue within 14 days, if possible. On the occasions when this is not possible, you will be kept up to date with the actions being taken.