We welcome all Customer comments and suggestions on the range of sevices we offer at the Centre and use all the comments we receive to make improvements wherever possible. You can provide us with feedback in the following ways:
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By phone or in person asking for the Duty Manager.
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In writing by letter or email.
Should wish to make a complaint,our Customer Complaints Procedure is as follows:
CUSTOMER COMPLAINTS PROCEDURE
Aim of the policy
To handle complaints quickly, effectively and in a fair and honest way in order that the needs of the users and partners of EEHLC are prioritised, whilst protecting the operational integrity of the organisation as a whole.
The definition of a complaint
“An expression of dissatisfaction about the East End Healthy Living Centre, its facilities, services or activities, personnel, or about the standard of service from any of the structures within which it operates”.
Who can make a complaint?
Any member of the public or their representatives, businesses, public and voluntary bodies.
How a complaint can be made
In person*
By telephone*
By letter
By e-mail
In the first instance a complaint should be made to the relevant member of EEHLC staff (in normal circumstances via Reception or Duty Manager). The EEHLC Manager will acknowledge receipt of all complaints and forward a copy of the Complaints Policy to all complainants in order that they are aware of the process to be followed.
*Where a complaint is made by telephone or in person and cannot be dealt with immediately to the satisfaction of all parties, the EEHLC Manager will request that the complainant confirm in writing the nature of their complain and include details of their expectations in regard to satisfactory resolution of the complaint. In the event that the complainant is likely to experience any difficulty in doing this, the EEHLC Manager will confirm the detail of the complaint within 5 working days in order to clarify that the complaint has been correctly understood, and to give the complainant an opportunity to rectify any errors before the complaint is considered by the EEHLC.
The complaints process
In the first instance complaints received will be reviewed by the General Manager in order to establish if the substance of the complaint can be dealt with to all parties satisfaction without progressing further. Complaints will be recorded in the Complaints Register and issued an individual reference number which should be quoted in all correspondence and documentation.
In the event that the complaint cannot be dealt with using the above method, a sub group of the Board of Directors will be set up to deal with complaints.
In all cases, a written response will be made within 20 days advising the complainant of any relevant action/s to be taken in resolving the complaint.
In the event that the complaint cannot be dealt with within this timescale the relevant Officer / Chair of the sub group will write to the complainant to inform them of this and to outline the revised timescales.
A complaint should include details of what outcome would be acceptable to the complainant.
All complainants will receive a final written response which outlines how their complaint has been dealt with by EEHLC, what actions (if any) have been taken to resolve the issue, and details of their right to appeal in the event that they do not feel satisfied with the outcome.
Right to appeal: Should the actions of EEHLC Manager and/or the Complaints Sub-group be found to be unsatisfactory by the complainant, complainants shall have the right to appeal any decision.
In the event of receipt of an appeal, an Appeals Sub-group of the Board will be formed containing wholly different members than the original complaints sub-group which dealt with the complaint. The Appeals sub-group shall consider the complaint and will use the above noted procedures and timescale to correspond with the complainant.
Decisions of the Appeals Sub-Group will be final and shall not be subject to review by EEHLC.
Confidentiality
All complaints will be treated with confidentiality in mind. Only EEHLC Managers and Board members will be aware that a complaint has been received and is being dealt with. Anonymous complaints cannot be dealt with as the process demands that the complainant is informed of the outcome.
Aggressive or obsessive complaints
The company is committed to ensuring that no-one involved with the EEHLC suffers detriment from persons making vexatious complaints. The Chair of the Complaints Sub-Group will write to vexatious complainants to inform them that their behaviour is considered to be unacceptable.
Equality statement
EEHLC aims to handle all complainants fairly and honestly regardless of who makes a complaint. EEHLC will treat all members of the community equitably and will not show bias to any particular group or individual.
EEHLC will make every effort to ensure the complaints procedure and process is accessible to all, to include issuing policy and other relevant documentation in others formats, e.g., other languages, Braille, recorded media etc., if so required. In such cases the timescales outlined in the complaints process shall be reviewed in agreement with the complainant to allow for relevant processing time.
Matters outside this policy
Complaints that are subject to legal proceedings
Social care and health and safety statutory complaints