Comments, Compliments and Feedback Why is your feedback important? We want to make sure that you are satisfied with our services. We need to know what we are doing well, what we can do better and what we are doing wrong. This is why we welcome all feedback about our services. We take all comments, complaints and compliments seriously to help us put things right for you. How can you give us feedback? You can tell us what you think by: telling any of our staff who you have contact with sending a letter to the Chief Executive filling in the FeedbackForm.pdf phoning the Chief Executive e-mailing the Chief Executive ([email protected]) How do we deal with your feedback? Compliments When we receive a compliment, we will thank you, and will pass your thanks to all people concerned. We will ensure that your thanks are recorded on their personal record of employment with us. Comments When we receive your comment, we will write to thank you. A manager will let you know if we will put your suggestion into practice or will explain why we can't. Complaints Please let us know if: we tell you we will do something but we do nothing we take too long to do something we have promised to do we tell you that we cannot help you, when you believe we should you think a member of our staff is rude, or treats you badly or unfairly When we receive your complaint, we will write to you within two working days informing you if this will be looked into further. Daisy Chain's Complaints and Representations Procedure Stage 1: How will my complaint be handled? We hope that most things that you are concerned about can be settled by talking to the person you usually see from Daisy Chain. If you tell them what it is that is worrying you, they will try to find a solution. You can also ring 01642 531248, or you can fill in the feedback form in this leaflet and send it to The Chief Executive. Whichever way you decide to make your complaint, if it is not direct to the person you usually see, it will most likely be dealt with by The Chief Executive. He will arrange for your concerns to be looked into and you will receive a written reply from him as soon as possible. How long this will take will depend on the complaint but it will usually be within 21 days of the date it is received by the Chief Executive.. Stage 2: What if I am not satisfied with the Chief Executive's reply to my complaint? The Chief Executive (or a member of staff acting on their behalf) will ask you to explain what it is that you are still unhappy about and what you would like to happen to put things right. It is important that this is put in writing and, if you require help to do so, we can arrange this for you. The Chief Executive (or a member of staff acting on their behalf) will explain to you what will happen next in terms of timescales and keeping you informed. We will let you know within five working days that we have received your complaint and how it will be dealt with. A manager/ trustee, who is independent of your case and complaint, will be appointed to look into your concerns. The Investigating person will write a report, with recommendations, to The Chief Executive who will write to you when the report has been considered. If you are still not satisfied when you have received the Chief Executive's response to your complaint, you have the right to proceed to Stage 3. Stage 3: What if I am still not satisfied? You must make a request, in writing, for a Review Panel Hearing. Your letter should be sent to the Chief Executive within 28 days of the date on the Project Manager's letter to you and you should say what you are still unhappy about and what you expect from the Review. What is a Review Panel Hearing? It is a meeting, with an independent chairperson, to consider the investigation and the Investigating Officer's report and make recommendations to the Trustees of Daisy Chain. The Review Panel consists of three people: A person who does not work for Daisy Chain (an independent person who will chair the Panel) A Trustee A Manager The Panel Hearing will be arranged within 28 days of the Chief Executive receiving your request (wherever possible). You may attend to present your case and be accompanied by another person, who may speak for you if you wish. The Panel's recommendations will (whenever possible) be sent to the Trustees within 24 hours of the end of the Hearing and you will be sent a copy at the same time. The Trustees will consider his decision and will write to you within 28 days of the Hearing.