We care about getting things right for you; your comments, compliments and complaints can help us ensure that we give you the best possible service, and that we achieve the outstanding standards we strive for.
We aim to provide outstanding services to everyone. You can help us to do this by sharing any comments, compliments or complaints:
We seek to work in a way that takes account of your opinions because these views will influence the decisions we make about the services we provide.
If you have a comment, compliment or complaint that you wish to make, you can complete the following steps:
We recognise that sometimes raising a concern may not be enough and that you may wish to take the matter through our complaints procedure. The procedure has three stages:
You will need to put your complaint in writing; you can email it to firstname.lastname@example.org.
At this stage there are two ways in which your complaint may be dealt with. this will be discussed with you to determine which one you find most suitable.
This process should be concluded within 28 days of the receipt of the written complaint. Where more time is required to complete the investigation, the reason for the delay should be discussed with relevant parties.
The relevant Executive Director will write to you within 28 days of receiving the report setting out TACT’s response and, where appropriate, proposed actions to the complaint.
The review panel is then required to meet within 28 days of the request being made. where a delay is unavoidable, you will be informed of the reasons in writing and advised of the new panel hearing date.
The review panel will be comprised of the TACT Chief Executive or Senior Manager who does not have line management responsibility for the area of complaint, one trustee and an independent person who will chair the panel.
The panel’s role is to review the issues, not to reinvestigate the complaint or consider nay new issues that may be raised.
the panel is required to decide upon and records its recommendation within 24 hours of the end of the meeting. The chair of the panel must notify in writing to you, the agency, the independent person and anyone else consider to have an interest in its recommendations and its reasons for them.