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Compliments, suggestions and complaints

Trust House Lincolnshire values feedback in the form of compliments, suggestions or complaints.

We have procedures for making compliments, suggestions and complaints based on the following principles.

We will:

• Ensure open access to all procedures
• Adhere to our equal opportunities policy
• Carry out an impartial review of all complaints
• Aim to resolve all complaints satisfactorily where possible
• Keep an open mind with regard to all suggestions
• Regard compliments, suggestions and complaints as a way of continuously improving our services.

 

Making compliments and suggestions to Trust House Lincolnshire

 

We would welcome feedback on any positive experiences that you have had while involved with Trust House Lincolnshire. If you would like to pay us a compliment or make a suggestion then you can email us at [email protected] or call us on 01476 579379

 

Complaining to Trust House Lincolnshire

 

Trust House Lincolnshire aims to provide its clients, staff, volunteers and other stakeholders with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible.

In the first instance we would expect you to raise any complaint directly with the member of staff concerned.

If you feel unable to do so then please ask to speak to the Service Manager and every effort will be made to resolve the issue informally.

If you do not feel that your complaint has been resolved or that you would like to take a more formal route then we have a procedure in place.

The complaint should be made either in person or by telephone, letter or email to the Service Manager who will acknowledge, in writing within ten working days, the receipt of any complaint.

If the complaint is about the Service Manager, the complaint should be addressed to the Chief Executive of The Survivors Trust.

Our full complaints procedure, including contact details, is contained in the below document. You can open this as a PDF.

Trust House Lincolnshire Complaints Procedure

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