COMPLIMENTS, COMMENTS AND COMPLAINTS
What is a compliment, comment or complaint?
A compliment is when someone tells us they are satisfied, pleased with, or grateful for the quality of service we have provided.
A comment is an idea for making changes or improvements to any part of our service. Comments can be statements that express:
- Personal opinions
A complaint is when someone tells us they are not satisfied. This might be about:
- The quality of service we have provided
- Something our staff, contracted training provider or freelancer have done or failed to do
- Our failure to respond to a previous complaint
There are a few types of complaint that Urban Angel would not handle through this procedure, including:
- Issues covered by another appeal procedure, for example disciplinary or grievance decisions
- Any issue over one year old that has not been raised before
- Issues that are outside our responsibility
WHY DO WE WANT YOUR COMPLIMENTS, COMMENTS AND COMPLAINTS?
- Compliments, comments and complaints from customers give us valuable feedback on our services.
- The Management Team is responsible for assessing information
- from complaints. The team will regularly report on the volume and types of complaints received, including:
- The causes of complaints (for example a delay in a service, a poor service, staff and so on)
- The time it takes for us to respond to complaints, and the stage that each complaint is resolved
- We will also recommend to our board any improvements to services based on the compliments, comments or complaints we receive.
HOW DO YOU MAKE A COMPLIMENT, COMMENT OR COMPLAINT?
You can send us your compliments, comments or complaints:
- By phone
- By E-mail
- By letter
- Through our website at www.urbanangel.org
You could also get someone else to send us compliments, comments or complaints on your behalf.
We want to know when you think we get things right. This means we can let our employees know they are appreciated, and it helps all parts of our organisation to learn from the areas where we are doing particularly well.
We receive your compliment.
We record and acknowledge your compliment.
We tell the relevant Artistic Director/Manager about your compliment, and agree what action to take. We discuss it further if necessary, sometimes with senior managers.
We inform our staff of your compliment. Your compliment is valuable to us and will help us to shape and improve our services to you in the future.
The similar chart below shows the procedure for comments:
We receive your comment.
We record and acknowledge your comment.
We tell the relevant Artistic Director/Manager about your comment, and agree what action to take. We discuss this further if necessary, sometimes with senior managers.
We take the action we agreed in Step 3.
We send you a written response, and close the comment on our system. Your comment is valuable to us and will help us to shape and improve our services to you in the future.
We have a nine stage process for dealing with complaints:
Your complaint will be investigated by a responsible individual within our organisation. Occasionally, we might ask a manager from a partner organisation to consider the complaint to make sure the investigation is fair and unbiased.
We aim to respond to your complaint in writing within ten working days.If there is a delay in investigating the complaint, we will let you know.
If you raise a complaint while you are on the phone it might be possible for us to deal with it straight away. If so, we will write to you to confirm the details of your complaint, and what the result of it was.
If you are not happy with our response, your complaint may move to our Management Committee
An appeals panel, made up of three members of the Management Committee will consider your complaint. At least one of the panel members will be a young person. We will do our best to arrange the meeting at a time and place that you are comfortable with. If you would prefer not to attend an appeals meeting, you can send details in writing instead.
We receive your complaint.
We record your complaint and send you an acknowledgement letter.
We tell the relevant Artistic Director/Manager about your complaint, and agree what action to take. We discuss this further if necessary, sometimes with senior managers.
We complete our investigation into your complaint. We may invite you to a problem-solving meeting.
We aim to respond to you within 10 working days. If our response is delayed, we will send you a letter to set a new date.
The Artistic Director/Project Manager responds in writing and lets you know if there is a delay in sending the full response.
If you are still unhappy with our response you can appeal to our Management Committee.
The Management Committee Appeals Panel meets to discuss your complaint. You will have the opportunity to meet with the panel or send your complaint in writing.
We close your complaint on our system, and make a note of any further action we have taken.
THE OUTCOME OF YOUR COMPLAINT
After your complaint has been investigated, it may be successful, partly successful or unsuccessful. We will keep you informed of the outcome of each part of your complaint, and the reasons for that outcome.
During the investigation of your complaint, we will talk to you about how you would like it to be put right, and this will help us to agree a solution. This might include one or more of the following:
- An apology
- An explanation of how things went wrong, of our policy or procedures, or of the way we handled your complaint
- A commitment to reviewing our processes to avoid the same thing happening again
- Giving you feedback on how we have used your complaint to improve or make changes to our service