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Compliments and complaints

We are committed to providing a quality service and achieving the highest standards of conduct. We aim to continually improve our service by listening and responding to your views.

What is a compliment?

A compliment is an expression of praise, admiration or congratulation, however and by whomever made, about the standard of service, action by CWDC or our staff affecting an individual or group of customers.

If you would like to give us a compliment, please fill in our compliments form.

What is a complaint?

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by CWDC or our staff affecting an individual customer or group of customers.

If you wish to make a complaint, please fill in our complaint form.

General comments or feedback

If you wish to give an opinion or feedback, please fill in our contact form.

Our compliments and complaints policy

We are committed to making it easier for our customers to provide feedback to us, and then making sure that we use this to improve our services. Through our compliments and complaints policy we will acknowledge compliments and resolve customer complaints clearly, speedily, effectively and fairly.

All contact with customers making complaints will be with the aim to resolve the complaint and leave the customer feeling that the complaint has been handled fairly and appropriately.  

In summary this policy outlines how to make a compliment or complaint and how it will be processed.

What we cannot deal with under the policy

External policy issues

There are instances where external policy issues will not be treated as a formal complaint. External policy issues are areas whereby CWDC will be working with policies that it has no direct control of. Any issues will still be responded to, and every effort made to help resolve any concerns the customer may have. 

Conferences

Positive or negative expressions of satisfaction recorded at CWDC arranged events and conferences will not be dealt with under this policy.

How to compliment or complain

Compliments

We are always pleased to hear from customers who are satisfied with the services we offer. We will record and acknowledge compliments within reasonable timescales. Where we receive a compliment in writing, we will acknowledge within 10 working days of receipt. The chief executive's office will send a copy of the compliment to the relevant manager to provide feedback to the member of staff or service.

If you would like to give us a compliment, please fill in our compliments form.

Complaints

If you feel able to raise your complaint with the member of staff at CWDC you have been dealing with, they are often better placed to resolve the problem. If you do not feel you can complain to that person, please fill in the complaints form or you can make a complaint in writing, by fax, email, telephone or in person. If you are writing, faxing or emailing please provide your telephone number if a response by telephone is more convenient. If you are emailing, please state if a reply by email is required and, if not, please provide a full postal address.

If you wish to make a complaint, please fill in our complaint form.

Our contact details for compliments or complaints

By phone 0113 244 6311
In writing CWDC
2nd floor
City Exchange
11 Albion Street
Leeds
LS1 5ES
By fax 0113 390 7744
By email comments@cwdcouncil.org.uk

What happens next?

Complaints will be acknowledged within 48 hours of receipt by the individual allocated to address it (unless a full response can be provided in this time).

If the complaint cannot be resolved within 48 hours, an acknowledgment letter including a complaint number will be sent to the complainant, confirming which director is dealing with the complaint and CWDC will provide a response within 15 working days (of receipt of the complaint).

The directors of CWDC are:

Brian Tytherleigh - Director of Business Development & Performance
Deirdre Quill - Director of Early Intervention & Prevention
Keith Brumfitt - Director of Children's Trust
Steve Crisp - Director of Sector Delivery

If the complaint is complex and a full response cannot be made within working 15 days, the complainant will be provided with an update (before the 15 days are up) advising of the progress to date.

If you are still not satisfied, or wish to appeal the decision made by the director, then you must confirm this in writing to Jane Haywood, the chief executive. You should clearly explain why you do not accept the director's response. The chief executive will arrange for a further review and respond within 15 working days.

In exceptional circumstances, if, following the review by the chief executive, you remain dissatisfied you may request that a full and final investigation be completed by the chairman of the Children's Workforce Development Council. you must set out clearly why the previous stages in the process have not been satisfactory.

Complaints about procurement and contractual matters

If your complaint relates to a request on any procurement or contractual matter, you can write to Sarah Peace, head of procurement, who will arrange for your complaint to be investigated and will provide a decision within 15 working days.

If you wish to make a complaint, please fill in our complaint form.
If you wish to give an opinion or feedback, please fill in our contact form.

Page updated: 11 January 2012

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© Children’s Workforce Development Council 2012  |  Part of the Sector Skills Council, Skills for Care and Development.
Registered in England. Registered Company 05409076. Registered Office: 2nd Floor, City Exchange, 11 Albion Street, Leeds, LS1 5ES.
VAT Registration Number: 895 1089 87

A new UK Government took office on 11 May. As a result the content on this site may not reflect current Government policy.
All statutory guidance and legislation published on this site continues to reflect the current legal position unless indicated otherwise.