Introduction

If you have a compliment or a complaint about the work of Spotted in Ely or as an individual working on behalf of Spotted in Ely please contact us.

Aims of the Policy

  • to make it easy to contact us about any issues, good or bad.
  • for departments to solve problems themselves when they can.
  • to prevent problems happening again, and
  • to recognise good service

Objectives of the Policy

Sometimes things do not go right, so when a user feels that they have not received a satisfactory response to a complaint and they wish to take the matter further, we will put it through our complaints process.  Although when things run smoothly this should also be recognised.

Procedures

Compliments
How to:

  • You can email us.  This is the preferred method as it means that you can include as much detail as you feel is necessary.
  • Via the telephone (although it is easier to record information more accurately if your compliment is in writing).

What will happen?

  • When Spotted in Ely receive a compliment the details will be logged and the staff/volunteers concerned advised of the details by the Management.
  • Where possible a letter of acknowledgement should also be sent by the Management to the person making the compliment.

compliments@spottedinely.com
01353 468123

Complaints

You should complain if:

  • If you are unhappy about how your enquiry was dealt with
  • If you are unhappy with how a member of staff/volunteer from Spotted in Ely has treated you
  • If you are unhappy with our standard of service
  • Via email

How to:

complaints@spottedinely.com
01353 468123

What will happen?

  • Where possible we will acknowledge receipt of your complaint within three working days.
  • Your complaint will be passed to the Management.  You will be sent a written reply within 10 working days.
  • If your complaint needs further investigation and will not be completed within 10 working days, then you will receive a letter informing you of the progress.
  • You will receive an apology if we have made a mistake.
  • If we were at fault, you will be told what measures are being taken to put things right.

Stage One

We hope to resolve your initial queries/ requests at the first stage.  Unfortunately, there are some things that we cannot change if we are legally restricted, or because they involve other members. In these cases, we will explain the situation to you and give you an alternative point of contact.

Stage Two

To get free independent advice or to find your local Citizens Advice Bureau see www.adviceguide.org.uk.   Alternatively you can visit www.afl.org.uk.