Warrington Disability Partnership (WDP) is committed to creating an environment that promotes equality and embraces diversity, both within our workforce and in service delivery. This document should be implemented with due regard to this commitment. This document seeks to uphold the duties and principles contained within the Human Rights Act. All WDP Team Members should be aware of its implications.
Introduction
Warrington Disability Partnership (including Disability Trading Company) appreciates all feedback received from customers and other members of the public, both positive and negative.
Feedback can be given in various ways including:
We use this feedback to continuously improve what we do.
If you have a complaint about our organisation, we want to hear about it and we shall do our best to put it right. We are committed to resolving legitimate complaints fairly and promptly and to learning how we can improve our services.
We actively seek feedback from all our customers, asking them about their experience of our services. The information is collated and is reported to our Board of Trustees.
What is a complaint?
It may be a criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of WDP’s services including:
We are unable to respond to anonymous complaints or matters for which WDP is not directly responsible.
How to complain
WDP would like to sort out any complaint as soon as possible.
Many complaints can be resolved informally. In the first instance, contact us and, if you feel able, speak with the member of staff who is providing the service or ask to speak with their manager, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
Whenever possible, we seek to resolve complaints informally. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down or otherwise record your complaint and send it to:
Chief Executive
Centre for Independent Living
Beaufort Street
Warrington
WA5 1BA
Phone number: 01925 240064
Email: davethompson@warringtondisabilitypartnership.org.uk
If there is a reason why you cannot send a written or recorded complaint, please let the Chief Executive know and they will arrange to meet with you to put your complaint in writing. You will be shown a copy and asked to sign it.
What we shall do on receiving your complaint
The Chief Executive will:
Confidential information in relation to your complaint will be handled sensitively.
How long will it take to respond?
We aim to respond to all complaints within ten working days.
You will receive acknowledgement of your complaint within five working days of receipt. You will be contacted to make sure we have understood your complaint correctly.
If the complaint is complex and an in-depth investigation is required, we may need longer but we will let you know and give you a date when you can expect a response from us.
What can I do if I am not satisfied?
If you are not satisfied with the response to your formal complaint, the Chief Executive will refer your complaint and related material to a panel chaired by a Trustee member of the Board.
The Panel will review the complaint and the action taken in response. It may request further information if anything in the detail is unclear.
The panel will notify you of its views and its decision within a month of receiving the complaint. It will also notify its findings to the Board of Trustees.
The decision of the panel will be the final WDP response.
Complaints relating to Warrington Disability Partnership:
If you are not satisfied with our response, you can contact the Charity Commission at the address below:
Charity Commission
PO Box 211
Bootle
L20 7YX
0300 066 9197
www.gov.uk/government/organisations/charity-commission
