Advocate
Kipling House, 2 Kipling Crescent, Widnes, WA8 7BT
Complaints Procedure
Advocate wants to give the best possible service. However, we know that there will be times when users of the service feel that the service they’ve received was not as good as they expected. We would like to know when this happens so that we can get it right next time.
If you wish to make a complaint we will find out all about what happened and keep it private in the organisation.
To make the complaint you should:
1. Make the complaint yourself, either in writing, by telephoning or on tape. It should be sent to the Lead Advocate.
2. You will get a letter
back within seven days, saying that Advocate received your complaint and will
look into it.
3. The Lead Advocate will
try to find out what went wrong and will let you know of their findings within
21 days.
4. If the complaint is not
resolved it will be forwarded to the Advocate Service Manager who will investigate
your complaint and let you know of their findings within 21 days.
5. When making a complaint
you can be supported by a friend, relative or advocate. However, any such person
must not work for Advocate.
6. If you do not like the
result you have the right to have the complaint considered by a panel of three
people from the Executive Committee.
7. This group will be called
together by the Chairman as soon as possible, after they know you want to take
it further, normally within 21 days.
8. You can tell your story
in person or by writing or taping it.
9. If we were wrong, Advocate Service will make a written apology to you and/or change the way it works in future.
Complaints should be addressed to:
The Lead Advocate
Advocate
Kipling House
2 Kipling Crescent
Widnes
WA8 7BT