Let Us Know How You Feel
Hi!
Please feel free to leave us feedback about how we are doing as a service. If you are a member of the community, a young person, professional or who have interacted with our staff or our service in your local area please leave any complaints, compliments and feedback using the form below:
BACKGROUND ON COMPLAINTS POLICIES:
Where the quality of our service is concerned, the giving of feedback, complaints and compliments is encouraged by the young people, staff, external professionals, the community, and service users. The information provided is reviewed and actioned where appropriate.
Who can Complain:
Any person, group or organisation can make a complaint. This can include:
-
young people we work with,
-
staff members,
-
Professionals e.g. social workers
-
Visitors and friends of the young people
-
Local community around the service
This can also be done on behalf of someone else, but it should be noted that this may limit the scope of an investigation (if one is needed) and any subsequent redress. If a complaint is submitted on behalf of someone else, we may also require their consent before we can address and respond to the concerns/issues raised.
PRINCIPLES OF ALL COMPLAINTS:
-
Infinity Alliance is committed to ensuring that its work is of the highest quality.
-
We believe that through effective management and investigation of comments, compliments and complaints we can identify learning to achieve high quality work and continuous improvement as an organisation.
-
The following principles underpin Infinity Alliance’s approach to handling comments, compliments and complaints.
-
Infinity Alliance recognises that comments, compliments and complaints are an important part of maintaining a high standard and improving on the work that we do.
-
The procedure is fair, easy and as transparent as possible.
-
The procedure is accessible to all regardless of age, disability, gender, ethnicity, belief or sexual orientation.
-
Making a complaint will not harm or prejudice the service that is given to the complainant.
-
Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frame.
-
Complainants are treated with respect and courtesy and receive appropriate support throughout the handling of the complaint.
-
All Complainants will receive a timely and appropriate response, identifying the outcome of any investigation.
-
Action is taken where necessary in the light of the outcome of the complaint. This might include an explanation or an apology and if relevant and appropriate, information on any action taken.
-
Learning from complaints will be used to improve Infinity Alliance’s work and drive forward a culture of continuous improvement.
-
It is very important that every effort is made to ensure anyone making a complaint understands the outcome of their complaint.
-
Infinity Alliance will recognise peoples reasoning for making a complaint.
-
Any young person who has or is presently receiving a service from the Alliance and the associated organisations may submit a complaint.
Opening Hours
Mon - Fri
8:00 am – 8:00 pm
Saturday
9:00 am – 7:00 pm
Sunday
9:00 am – 9:00 pm