This policy outlines how we handle complaints related to the standard of service and the conduct of our staff. Our goal is to provide high-quality service to everyone. If you believe we have not met this standard, please let us know.
What is a Service Complaint?
A service complaint is any report of dissatisfaction with our services that requires our attention and action.
How to Make a Complaint
You can make a complaint if you are unhappy with our service. To report a complaint:
- Call us at 0161 552 1954
- Email us at complaints@conviction.org.uk
- Send a letter to Conviction, Postal Point 428, Manchester, M8 2FS
Responding to Your Complaints
We take your complaints seriously and will handle them promptly. Each complaint gives us an opportunity to improve. Here's what you can expect when you make a complaint:
?We will acknowledge your complaint within 15 working days.
- We aim to resolve complaints quickly and will keep you updated on the progress.
Courtesy and Respect
We believe in treating everyone with respect, courtesy, and fairness. We expect the same in return. We do not tolerate threatening, abusive, or unreasonable behaviour. If such incidents occur, we will follow our Unacceptable and Unreasonable Behaviour Policy.
Accessibility
We strive to make our complaints process accessible to all. If you need any adjustments to communicate with us or access our services, please inform us:
Unacceptable Behaviour
Threatening, abusive, or unreasonable behaviour towards our staff will not be tolerated. This includes, but is not limited to:
- Threatening harm or using abusive language.
- Repeatedly making unreasonable demands that disrupt our ability to provide services.
Should such behaviour occur, we will cease communication with the complainant in line with our policy.
Feedback and Improvements
We welcome your feedback on this policy and our services. Please contact us if you have suggestions for improvement or wish to comment on the handling of your complaint.
