Policies

Complaints - Procedure

Who Can Make a Complaint:
Anyone who has used our Centre’s services or those unable to use them can raise a complaint within 14 days of the last service date.

Raising a Complaint:

Complaints should first be discussed informally with a staff member. If unresolved, follow the formal complaints process.

Stage 1: Submit the complaint to the Complaints Manager, Rebecca Hubbard, via email at complaints@norwichfamilytime.co.uk. You’ll receive an acknowledgment within 5 working days and a response within 15 working days.

Stage 2: If dissatisfied with the Stage 1 response, escalate to the Independent Complaints Manager, within 5 working days. The final decision will be made within 15 working days.

Time Frames:
Complaints must be made within 14 days of the incident, or 30 days for related incidents. In exceptional circumstances, complaints outside these periods may be considered.

    Resolution:

    We aim to resolve complaints at each stage. If upheld, we will offer explanations, apologies, and assurances that the issue won’t         recur.