Complaints procedure

As a user-driven organization, coHearentVision strives to resolve promptly any issues relating to members of staff or the provision of services.

This is usually done informally by discussing queries and problems immediately with a member of staff or Department Manager.

If this fails to resolve a complaint, the following formal complaints procedure is available to service users, their families and carers as well as, partners and stakeholders and members of the general public.

• Complaints should be sent to the Chief Executive of the Society. Complaints must be made in writing, Braille or audio-tape, or Signed on video or DVD. The Society can make the necessary facilities available.
• The Chief Executive will acknowledge receipt of the complaint within 2 working days.
• The Chief Executive will attempt to give a final response to the complaint within 20 working days.
• If the complainant is dissatisfied with the Chief Executives response and is unable to resolve the issue at that level, they can appeal to the Chair of the Management Committee (Board of Trustees).
• If this does not result in a satisfactory resolution, the complainant may ask for the complaint to be reviewed by the Management Committee (Board of Trustees). The findings and decisions of the Management Committee are final.
• Unresolved complaints concerning the Chief Executive should be referred to the Chair of the Management Committee.

Chief Executive, Rob Young MSc

Chair of Management Committee, Mrs Samantha Green

All contact and correspondence should be made via the Society’s HR & Finance Office:

coHearentVision

Centenary House
North Street
Leeds
LS2 8JS

Telephone number/textphone 0113 243 8328
Fax number 0113 243 3553
E-mail  info@cohearentvision.org.uk

This page was created on: November 19, 2009 and last modified on March 1st, 2010 at 16:35.