Complaints procedure

Active Cheshire Complaints Procedure

We take complaints about our work, staff, providers and levels of service very seriously and see them as an opportunity to improve our service . If you are not satisfied, please follow the process for raising a formal complaint.

Stage 1 - Informal Complaint (response within 48 hours)

If you are dissatisfied with any aspect of the service received, you should initially speak with the member of staff concerned. We hope that most complaints can be settled quickly and as close to the source of the problem as possible. We endeavour to respond to all informal complaints of this nature within 48 hours.

Stage 2 - Review by management team (response within 7 days)

If you are still dissatisfied with the response or wish your complaint to be investigated further we ask that all formal complaints are sent in writing by submitting the complaint to support@activecheshire.org or sending a letter to Active Cheshire, 1 Royal Court, Gadbrook Way, Gadbrook Park, Northwich, CW9 7UT. Please remember to include a return address or an email address to allow us to reply.

We will endeavour to respond to all formal complaints within 7 days from receipt of the written complaint. If we are not able to respond within this set time frame an explanation will be given and a date of response confirmed with the you.

What information we’ll need from you

We will need:
Stage 3 - Review by CEO (response within 7 days)

  • a clear, logical and detailed description of what your complaint is about
  • copies of any letters or emails related to the complaint
  • your email address or postal address (so we can reply)

If you are not satisfied with the response from the management team please notify us in writing and the issue will be escalated to the Chief Executive Officer. The formal complaint will be reviewed again by the CEO and a formal response will be given within an additional 7 days from the point of escalation.

Stage 4 - Review by Board of Trustees (response within 14 days)

If the response is still deemed unsatisfactory the CEO may escalate the complaint to the board of directors were an independent member of the board will review the complaint and provide a formal response within an additional 14 days. If it is not possible to issue a response within this timeframe an expected response date will be communicated to you.

What happens next

When you’ve made your complaint, we will:
Please note that in the event that a customer remains dissatisfied with the outcome of the complaint the decision of the Active Cheshire board of trustees is final and no further communication will be entered into regarding the original complaint.

  • send an email to let you know that we’ve received it indicating when you can expect a formal response (as long as you’ve provided a valid email address)
  • investigate your complaint (looking at whether your questions were answered, whether you suffered any injustice or hardship, and what remedy would be fair and proportionate in the circumstances)

Review date

This procedure will be reviewed annually

Date for next review: May 2016