HCHfH aims to provide all clients, staff & volunteers with a great service. However we acknowledge things can go wrong and we operate a fair and transparent complaints procedure. This is a two stage process and we take all complaints as a learning opportunity and treat these seriously.
Stage 1 - Complaint to be lodged within 3 months of event. Verbal & Written complaints should be reported to Line Manager with all relevant information e.g. date, time, place, incident and people involved - we aim to investigate and respond to each complaint within 10 working days.
Stage 2 - If you remain dissatisfied the CEO will take steps to investigate and conduct an independent review of your complaint and our response. Within 28 days you will receive a written response of the panels deliberation and decision.