Long Stratton Helping Hands

Complaints Procedure

Long Stratton Helping Hands (the Scheme) aims to provide high quality services which meet your needs.  We believe we achieve this most of the time and if we are getting it right please let us know.

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 Scheme.

So if you are not happy with any aspect of the service you receive from the Scheme please tell us.

Making a verbal complaint

Most complaints can usually be dealt with by telephone.  Just call the Scheme on07783 238914 and explain the problem to the Duty Officer.  If you get the answerphone, just leave your name and phone number and the Duty Officer will call you back as soon as possible.

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 to a verbal complaint or wish to raise the matter more formally, please write to the Scheme Co-ordinators athello@lshh.org.uk.

All written complaints will be logged and you will receive a written acknowledgement within five working days.

The aim is 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 still not satisfied, please write to the Scheme Coordinators who will report the matter to the next Management Committee meeting, which will decide on any further steps to resolve the situation.

Compliments

Finally, please also let us know if you are happy with our services.  You can do this by telephoning the Scheme on 07783 238914  and speaking to the Duty Officer or by writing to the Scheme by emailing hello@lshh.org.uk.  You can also fill in one of our feedback forms.