Compliments & Complaints

Huddersfield Giants Community Trust Customer Complaints Procedure

At Huddersfield Giants Community Trust (HGCT) we care about all of our customers and are committed to delivering an excellent quality of service to all who visit our facility.

We would like to know when you think we have got something right, and also when you think we have got things wrong. We accept that mistakes may be made and that on occasions we may fall below our service standards (available to view in our Customer Charter). In order to ensure that our services are being provided effectively we have an informal and formal complaints procedure. This procedure covers all the services operated at HGCT.

What is a complaint?

A complaint is necessary when:

• The Trust fails to do something that we said we would do
• The Trust has done something badly or wrong
• You feel you have been treated unfairly or impolitely
• The Trust fails to respond properly to a service request or complaint

How to complain?

Our aim is to resolve any problems on the spot so please ask to speak to the Duty Manager on shift or Head of Department to discuss any issues you may have.

Alternatively you could fill in one of our “Tell It like It Is” forms which can be used to give feedback on our facility and to make suggestions/requests. Forms are available from reception at HGCT.

You can indicate on the form if you wish to receive a response, if so by telephone or via email.

If you are unhappy with our response you can escalate your complaint to a formal Level 1 or you may wish to put your complaint in writing initially if you feel the Trust has severely failed in any aspect of its service.

Formal Written Complaints – Level 1

All formal written complaints should be emailed to:

Lisa@hgct.co.uk

Or sent to:

Lisa Darwin (CEO)

Huddersfield Giants Community Trust

The Zone

St Andrews Road

Huddersfield

HD1 6PT

Upon receipt complaints will be logged and passed to the relevant Department Head Manager who will ensure that the complaint is fully investigated.

The complaint will be acknowledged within 5 days and a written response detailing the outcome will be sent by the relevant Manager within 28 days. If this time frame cannot be achieved, you will be given a predicted response date.

Formal Complaint – Level 2

If you are still dissatisfied with the response issued by a member of the Management Team, you have the right to request a response from the CEO of the Trust.

An acknowledgement will be sent within 5 days and the CEO will respond within 28 days following investigation.

What Customers can expect?

• All comments and complaints will be handled with dignity and respect, treating all customers fairly and equally.
• In response to feedback, clear response of resolves or reasons why action has not been taken will be communicated.
• Admit when service is wrong and correct at the earliest opportunity.
• Respond to all customers within the set time frames.
• Learn from feedback and improve service as a result
• Ensure if this procedure does not cover your complaint, you will be advised of the next course of action.

Complaints relating to the requirements of the Childcare Register

Parents have a right to complain to OFSTED

OFSTED

Piccadilly Gate

Store Street

Manchester

M1 2WD

0300 123 1231

Record Keeping

Records will be maintained of all customer feedback together with any responses and outcomes. The Trust will comply with the principles of the Data Protection Act at all times.

Keeping you informed

Feedback will be analysed every quarter to identify trends and ensure that remedial action is implemented.

Huddersfield Giants Community Trust – 01484 442277

www.hgct.co.uk