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Complaints and compliments procedure

How to express a concern or make a complaint

In line with our values at The Grange, your concerns about our services are important to us. If you have a concern, then we suggest you start by discussing your worries directly with the member of staff who is working with you or ask to speak to their manager.

Informal complaint

Staff will help you fill in an Informal Complaints Form Makaton, which can be emailed to us at complaints@grangecentre.org.uk

If you are not in touch with any members of staff and would like to express a concern or make a complaint, just fill in the Informal Complaints & Concerns Form yourself and email straight to us.

A proposed plan of action or response should be communicated to you within 7 days.

Formal complaint

If you are unhappy with the response, or don’t want an informal solution, you can pursue a formal complaint. A Formal Complaints Form should be completed if possible, with support as required. The complaint can be emailed to: complaints@grangecentre.org.uk

Complaints procedure

We see complaints as an important way of learning and improving what we do. Our Complaints and Concerns – Policy & Procedure explains how concerns and formal complaints will be handled. It also details how to complain and how we use feedback to identify areas where we need to improve.

Compliments

We love to hear positive feedback! You can complete a feedback postcard, available at Reception, or you can email: feedback@grangecentre.org.uk