Togetherall will acknowledge all complaints within one working day. Togetherall will carry out an investigation into the complaint and gather information from Togetherall staff as appropriate. A member of Togetherall may ask the sender of the complaint to provide further information for clarification. In the first instance, the complaint will be investigated by the Service or Clinical Director, who will provide a response on behalf of Togetherall. If the complainant remains dissatisfied after receiving this response he/she can escalate the matter to the CEO of Togetherall, who will consider the complaint and response and make a further final response for Togetherall. Copies of all complaints and their resolutions will be held on file within the Togetherall office.