Complaints Procedure

Unfortunately, there may be occasions where we will fall below our own high standards and we recognise the concern this can cause and have implemented a procedure designed to minimise the inconvenience to our customers.

It is the policy of LOOK that all service user complaints are taken seriously and are dealt with in a uniform way and that the service user receives a first acknowledgement from the recipient of the complaint within two working days. A proposed resolution to the complaint should be issued to the customer within ten working days. If for any reason there is an unavoidable delay in issuing a response to the complaint, the service user must be informed, and a new deadline issued/agreed.

All complaints will be dealt with by a designated person so that the individual raising the complaint has a definite point of contact. All service users can contact this designated person if they have any questions or queries or if they wish to enquire about the progress of the complaint.

Should any service user be dissatisfied with the handling of a complaint at any time, they should inform the designated person who can determine the most appropriate person to respond.

If you are still dissatisfied having followed all the stages as above, you should write to:

FAO: LOOK Office

The Fred Bulmer Centre

Wall Street,

Hereford,

HR1 2RE

Should you have any comments or feedback we would welcome them. Please send these to the office email address on info@look-uk.org