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    Dealing with complaints


    Dealing with complaints in a positive and effective way is an important part of customer care. It is also a way of making sure that we use complaints to improve our services. We will:


    This is an image of a bullet point welcome comments and complaints and respond to each one appropriately;

    This is an image of a bullet point make sure you know how to complain and who to go to for help;

    This is an image of a bullet point provide or arrange extra help with complaints procedures for customers such as children and young people, older people, people with disabilities and people whose first language is not English;

    This is an image of a bullet point develop a positive approach to complaints across all services;

    This is an image of a bullet point investigate and deal with complaints thoroughly and quickly, and make sure you know what is going on at all times;

    This is an image of a bullet point monitor, record and analyse complaints, making sure that we use the findings to improve our service;

    This is an image of a bullet point make sure that we tell you what the outcome is, in writing or in an appropriate format which meets your individual needs; and

    This is an image of a bullet point follow our procedure at all times (you can get more information by reading the Customer Complaints Procedure)