Complaints, Compliments, Concerns and Comments.
Your Views Are Important to Us
Information on how to share any concerns, compliments or comments.
Concerns and Comments
We welcome your feedback, comments, or concerns about our services.
These will help us to learn, make improvements and share good practice.
We will listen carefully and ensure your comments and concerns are addressed.
If you want to make your views known, please talk to the team member involved in your support or complete the form below.
Positive feedback is always welcome and lets us know what we are getting right. Please let us know about any aspect of our service that has gone well for you and what difference it has made.
If a member of staff has gone that extra mile, shown great care, and understanding, made a difference for you, please let us know so we can pass that on to them.
Perhaps you have attended an event that you have (or your child/young person) really enjoyed – let us know and tell us what you specifically enjoyed; this will hep us with future planning.
From training sessions to one-to-support from a volunteer or family support worker. Youth club sessions to schools training; if you feel we have done something well, please let us know.
Who can make a complaint?
- A child or young person is being supported by the service.
- A parent, relative, carer or advocate on behalf of a young person, preferably with consent.
- Parents or carers, about the service they have themselves, received.
- Professionals who have engaged with the service.
How to Raise a complaint
If you wish to make a complaint you can discuss it with a member of the team. They will work with you to try and resolve things quickly and easily. If a resolution cannot be reached, they will support you to raise a formal complaint.
If you do not want to raise your complaint with the team member involved in your support, then you can raise a complaint in the following ways:
- By completeing the form on this page.
- In writing to the Director, Ups and Downs Southwest, The Old School, Westonzoyland, Somerset, TA7 0LN.
- By telephone, 01278 691100
- By email email@example.com
A complaint, in the context of the procedure, means: “The expression of dissatisfaction with the service provided and the wish to have that dissatisfaction recorded and/or considered for improvement of the service and for the removal of dissatisfaction.
Complaints and Compliments
It is always good to receive your compliments, but equally, so with your complaints.
We will always respond to your concerns. If you wish to compliment us or raise a complaint you can do so by completing the form below.
Please be assured that if you raise a formal complaint, this will be dealt with in a confidential and timely manner.
We will acknowledge your complaint within three working days. You will be contacted by someone from Ups and Downs Southwest to talk about your complaint and a complaint plan will be agreed upon. If you would like to meet with the investigating officer, they will agree on a mutually convenient time, date, and place with you.
When the investigation is concluded, the Director (or another appropriate person) will write to you within the time agreed in your complaint plan (starting when we first received your complaint).
Occasionally the charity may not be able to respond as quickly as this. In this case, you will be kept informed about the progress of the investigation.
Download a copy of our complaints policy and procedure.