Our complaints procedure

We are committed to providing efficient, high-quality services. We want to deal with questions, complaints and comments properly, quickly and politely. We also aim to be an open and honest organisation and we publish the information our customers and stakeholders need.

This complaints procedure explains what you should do if you are not satisfied with the standard of service we have given you.

Our aim

We want to know what our customers and people with an interest in our business think about our performance and the standard of service we provide. This feedback can help us to improve the quality of our service.

We realise that sometimes things go wrong and we might not meet the high standards of service we have set for ourselves. If this happens, please tell us so we can put things right and learn from what has gone wrong.

If we don’t provide the quality of service you expect from us, we will do the following.

  • Make sure that making a complaint is as easy as possible.
  • Treat the matter seriously from the start.
  • Deal with your complaint quickly and politely, and informally if we can.
  • Apologise in our response if we accept that we have not met the high standards of service we wanted to provide.
  • Explain why things went wrong and how we plan to make sure this does not happen again.
  • Publish information about the complaints we get.

Types of complaints

We may receive complaints about the standard of our service. These may be about:

  • the quality of our service;
  • how quickly we respond; or
  • how honest we are.

People can also ask us to show them information under the Freedom of Information Act 2000 or the Environmental Information Regulations 2004 (see section two below).

1 Complaints about the standards of our service

Our complaints procedure is about the standards of our service. It is in three stages. We aim to sort out complaints informally if we can. Our executive directors will deal with official complaints. If you are not satisfied with the response you get from one of our executive directors, our Director of Finance will look at your complaint as the final stage of the internal complaints procedure. If you are not sure who to contact about your complaint, please phone us on 0113 394 9600.

2 The freedom of information appeals procedure

The Freedom of Information Act 2000 and the Environmental Information Regulations 2004 give you the right to ask to see information we hold. We aim to be an open and honest organisation and give you information whenever we can. But we may keep hold of information that we don’t think the Freedom of Information Act 2000 or the Environmental Information regulations 2004 apply to, or if we believe it would not be in the public’s best interests to reveal it (see Appeals below).

A relevant executive director needs to approve our decision to withhold information. We will always explain why we have withheld the information. We will tell you about the relevant exemption and which act it comes under. We will also give you advice about your right to appeal against our decision to withhold information.

 

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