Making a verbal complaint

The Alliance aims to provide high quality services which meet your needs. We believe we achieve this most of the time.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with the organisation.

If you are unhappy about any aspect of our service, please speak to the relevant staff member, manager or Director. 

If you are unhappy with an individual in the Alliance sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager or the Director.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.
 

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Director.  If your complaint is about the Director, please address your complaint to the Chair.

All written complaints will be logged. You will receive a written acknowledgement of your complaint within three working days.

We aim to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next Executive Committee meeting, which will decide on any further steps to resolve the situation.