Lucinda Ellery Inc. Grievance Policy
If you have a complaint or concern about the service you have received from the staff, or any of the staff working in any of our departments, please let us know.
How to complain
We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible, ideally within a matter of days or at the most a few weeks. This will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint:
- Within 3 months of the incident that caused the problem, or
- Within 3 months of discovering that you have a problem, within 6 months of the incident.
Complaints should be addressed to our Operations Manager. If for any reason Operations Manager is on annual leave or sick, please contact one of the directors Chris Hinchliffe or Micky Dabadie. Alternatively you may ask for an appointment with our Operations Manager in order to discuss your concerns. She will explain the complaints procedure to you and will make sure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What we shall do
We shall acknowledge your complaint within two working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with the people involved. When we look into your complaint, we shall aim to:
- Find out what happened and what went wrong
- Make it possible for you to discuss the problem with those concerned, if you would like this
- Make sure you receive an apology, where this is appropriate
- Identify what we can do to make sure the problem does not happen again
Complaining on behalf of someone else
Please note that we keep strictly to the rules of client confidentiality. If you are complaining on behalf of someone else, we have to know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of illness or disability) of providing this.
We hope that, if you have a problem, you will use our complaints procedure. We believe this will give us the best chance of putting right whatever has gone wrong and an opportunity to continuously improve our service.