Twitter page opens in new window Facebook page opens in new window Linkedin page opens in new window YouTube page opens in new window Complaints Policy & Procedure Complaints Policy The purpose of our Complaints Policy and Process is to ensure that all complaints are dealt with promptly and consistently and are handled with courtesy and fairness. As a result of a complaint, we will aim to rectify the issue and improve our service. We will handle complaints within established time limits, and keep you informed of progress investigate your complaint, carry out appropriate action to resolve the issue and provide you with a response keep you informed of our progress in the case of complex complaints, which take longer than 10 days to resolve refer complaints promptly when the initial complaint has not been resolved to your satisfaction record responses to all complaints with the details of the action taken so we can learn from any issues you have resolve 95% of complaints within four weeks monitor the number of complaints we receive and aim that this is less than 0.5% of our customer interactions each year. What happens when you make a complaint? We will aim to resolve your complaint informally and at the point of contact. However we will record your contacts details and your complaint so that we can learn from any issues that arise. Stage one: If unresolved informally at the point of contact, your complaint will be passed to the local manager for resolution. This manager will contact you and try to resolve your complaint within 5 working days. Where your complaint cannot be resolved within the stated timescales, you will be kept informed of the progress and status of your complaint. Stage two: If your complaint cannot be resolved by the local manager, it will be escalated to a member of Executive Board. You will then be contacted within 5 working days of the complaint being referred. Where your complaint cannot be resolved within the stated timescales, you will be kept informed of the progress and status of your complaint. Stage three: We hope that we can resolve your complaint, but if we cannot, then it will go to an appeals panel. This will be held by the Board of Directors. The panel will meet within 10 working days of the complaint being referred by Executive Board Stage four: If you remain dissatisfied with the Appeals Panel response, you can escalate your complaint to the relevant Funding Body. Details of which will be included in the response you receive from the Board of Directors following the Appeals panel meeting. How to make a complaint You can do this in whatever way you prefer; by letter, using this form, by email, phone or in person. You can pass your complaint to any member of staff You can contact us at CSW Group Ltd, Poseidon House, Neptune Business Park, Cattedown, Plymouth, PL4 0SJ, Tel: 01752 207700 You can contact us by E-mail: contact@cswgroup.co.uk Complaints Policy Our Mission is to inspire, develop and support people, communities & organisations to make positive change through sustainable high-quality services. Quick Contact contact@cswgroup.co.uk Email: contact@cswgroup.co.uk Telephone: Freephone 0800 97 55 111 Address: Poseidon House Neptune Park Cattedown Plymouth PL4 0SJ Find us on: Facebook page opens in new window Twitter page opens in new window YouTube page opens in new window Linkedin page opens in new window Mail page opens in new window Legals Accessibility Complaints Policy & Procedure Cookies Data Protection Disclaimer Equality and Diversity IAG Policy Modern Slavery Safeguarding Quick Links About CSW Group Contact © Copyright CSW Group Ltd. 2021 Website by Button Web Design We use cookies to collect information about how you use this website. We use this information to make the website work as well as possible and improve our services. Please see our legals page for further details or agree by clicking the 'Accept' button. Accept all cookies