Complaints Process
HCHfH aims to provide all clients, staff and volunteers with a great service. However, we acknowledge things can go wrong and we operate a fair and transparent complaints procedure. This is a two-stage process and we take all complaints seriously and treat them as learning opportunities.
Stage 1 – Complaint should be lodged within three months of an incident. Complaints, in either verbal or written form, should be reported to the appropriate Trustee/Line Manager with all relevant information including date, time, place, incident and people involved. We aim to investigate and respond to any complaint within 10 working days.
Stage 2 – If you remain dissatisfied after this, the Trustee Board will take steps to investigate and conduct an independent review of your complaint and our response. You will receive a written response of the panel’s deliberation and decision within 28 days.