Purpose: Disability Equality (NW) Ltd (DENW) is committed to providing the best possible service for its customers.
Complaints – In order to be constantly developing and improving our services, it is important that we receive feedback from our customers including comments, suggestions and complaints. The complaints procedure is intended to provide a fair structure for making and dealing with complaints.
We will endeavour to deal with complaints directly and efficiently at the earliest opportunity. You can raise the complaint verbally with the person involved or with the manager of the service you are complaining about. If the issue remains unresolved to your satisfaction, it will be referred to the Chief Executive Officer (CEO) for resolution. If no resolution is found, you will be given the opportunity to raise a formal complaint.
How to make a formal complaint
If you want to make a formal complaint please complete the complaint form (attached) either by post, email or on line.
An acknowledgement will be sent within 5 working days and a full written response provided within 20 working days from receipt of your complaint.
If more time is needed a letter will be sent giving reasons for the delay and a new date for the response.
If you are not satisfied with Disability Equality response at Stage 1 you may request that your complaint progress to Stage 2, please let us know within 14 days stating the reasons why you are not happy with our response and what you
would like us to do to put things right. This does not create an obligation on Disability Equality to resolve the outcome in this way.
At this stage, the CEO or a Trustee unconnected with the case will review the Stage 1 process and carry out a further independent investigation.
The complaint will be acknowledged within 5 working days and a full written response will be provided within 35 working days from receipt of your request.
If more time is needed a letter will be sent giving reasons for the delay and a date by which you can expect the matter to be resolved.
Complaints must be submitted in writing. This includes electronic submissions. However, in line with the requirements of the Equality Act 2010, we can make reasonable adjustments to assist you if you have a disability that prevents you from making your complaint in writing.