Complaints Procedure

Signposts Complaints Procedure

Signposts (Stafford) Ltd, also known as Signposts, aims to provide high quality services which meet your needs. We believe we achieve this most of the time: if we are getting it right please let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your dealings with the organisation.

If you are not happy with Signposts please tell us

*         if you are unhappy about any Signposts service, please speak to the relevant staff

member, manager or a Director.

*         if you are unhappy with an individual in Signposts sometimes it is best to tell him or

her directly. If you feel this is difficult or inappropriate then speak to the staff

member’s manager or a Director.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to a Director. (If your complaint is about a Director, please write to the Chair.)

All written complaints will be logged. You will receive a written acknowledgement within three working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter to the next Directors meeting, which will decide on any further steps to resolve the situation.

Finally, please also let us know if you are happy with the Signposts services and, if possible, put that in writing to us.