Compliments
If you're happy about the level of service or support you have received, please do let us know.
All compliments will be reported to the Reach and Connect Board as a standing item on their agenda. Compliments will be used to evaluate our service and to help us understand what works well. We may ask if we can include your compliment on our website or in our annual review.
Contact details
Email: hello@reachandconnect.net
Telephone: 020 3196 1905
Write:
Freepost RTXY-BSRB-RCSS,
Public Voice CIC,
Tottenham Town Hall,
Town Hall Approach Road,
London,
N15 4RX
Complaints about Haringey Reach and Connect
If you would like to make a complaint about Reach and Connect please read the information below.
Purpose and scope of this policy
We aim to provide a high quality service that meets the needs and expectations of local people and service users. However, we recognise that there may be occasions when local people, service users and those working with us feel that the quality or level of service provided falls short of what they could reasonably expect.
We monitor and evaluate our services and welcome feedback that contributes to the development and continual improvement of the Haringey Reach and Connect service.
We have developed this complaints procedure which enables users of our services, and those that could not access them, to let us know if they fall below their expectations and the reasons for this.
Procedure for dealing with complaints
If you are not happy with the Haringey Reach and Connect service, or the behaviour of our staff, representatives or volunteers, please tell us. If possible, please make your complaint within three months of the date of the event that is the subject of the complaint.
There are three stages to the process:
- Informal resolution
- Formal complaint
- Appeals process
If you have a concern, we suggest that you contact the Haringey Reach and Connect Programme Manager to discuss the issue. This will be a private discussion aimed at understanding and if possible resolving the issue at this stage. The discussion will be arranged for as soon as possible at a time convenient to both parties. We would aim to have the discussion within five working days of the concern being raised. If it helps the resolution, the Director may suggest a meeting with other people concerned.
If your concerns cannot be resolved informally, you may wish to make a formal complaint.
Formal written complaints
If you are not satisfied with the informal resolution process or if you wish to raise the matter more formally in the first instance, please put your complaint in writing to the Haringey Reach and Connect Programme Manager.
If you have raised the complaint through the informal process and now wish to pursue a formal written complaint, you should normally do so within fifteen working days of the informal resolution process.
How the Haringey Reach and Connect will deal with your complaint
All written complaints will be logged with the Haringey Reach and Connect Programme Manager and kept confidentially for monitoring purposes only. You will receive a written acknowledgement within five working days.
We take all complaints very seriously and will thoroughly investigate your complaint and aim to give you a further detailed written response from the Haringey Reach and Connect Programme Manager within fifteen working days, setting out how the problem has been or will be dealt with and any further action to be taken.
Appeals process
If, after we have responded you are still not satisfied with the outcome, please write to the Chair of Public Voice (the lead delivery partner for Haringey Reach and Connect) who will report the matter to the next board meeting at which the partners will decide on any further steps required to resolve the situation fully.
Unless there are exceptional circumstances, your Appeal should be made within 15 working days of the Haringey Reach and Connect Programme Manager informing you of the outcome of the complaint.
The appeal will only look at the information used for the original complaint. You will succeed on the appeal if there was:
- A failure to follow the right process;
- A failure to take into account some material matter available to them at the time;
- A recommendation which is not proportionate to the complaint.
We aim to provide a response to your appeal within 25 working days, subject to the scheduling of Reach and Connect Board meetings.
Complaints monitoring
All complaints, including those resolved informally and those subject to an appeal, will be reported to the Reach and Connect Board as a standing item on their agenda. Complaints will be used to identify opportunities to improve our services and to identify gaps in our services. The number of complaints and the issues they raised may be included in the annual review with a statement to illustrate the actions taken in response to these complaints.
Contact details
Email: hello@reachandconnect.net
Telephone: 020 3196 1905
Write:
Freepost RTXY-BSRB-RCSS,
Haringey Reach and Connect,
Tottenham Town Hall,
Town Hall Approach Road,
London,
N15 4RX
Accessibility Statement
We value equality of access. If you should need assistance to read and understand this procedure we can provide an accessible version or where possible a translated version. If it is not possible for you to put your complaint in writing, please contact the Haringey Reach and Connect Programme Manager to discuss your access needs.