Complaints Procedure | Depaulcharity

Depaul helps people who are homeless, vulnerable and disadvantaged.

Complaints Procedure

At Depaul International we want to ensure that all of our customers have a fair, consistent and accessible way of making complaints. That is why we have procedures in place that can be used by anybody.

We recognise and value your feedback and believe that this can help us to improve how we deliver our services to you.

Below is our complaints, comments and compliments procedure. You can contact info@depaulinternational.org to register a complaint, comment or compliment.

 

You can

  • Make a complaint if you are dissatsified with one of our services and want us to put something right.
  • Make a comment if you have an idea, suggestion or observation about one of our services.
  • Make a compliment if we got something right.

 

What is a complaint?

A complaint is an expression of disattisfaction. Complaints let us know when one of our customers (you) is unhappy with one or more of the services that we provide. Making a complaint gives us the opportunity to put things right and make changes. We will accept complaints in writing - by letter or email.

What is a comment?

A comment is a suggestion, idea or observation about our services. Any customer can make a comment about our services, how they access our services, the staff that deliver them and so on.

Comments help us to be innovative and creative about the way in which we deliver our services to customers. When we receive a comment from you, we will write to you to thank you and let you know how we have used your suggestions and ideas to make improvements.

What is a compliment?

A compliment is positive feedback from a customer regarding an area of our service, or service delivery. A compliment may also be about the person who provided the service, or more generally about the service we have provided.

Compliments let us know we are getting it right. When we receive a compliment from you, we will write to you to thank you and let you know how we have used your compliment.

To make a complaint, comment or compliment please send a letter or email to Depaul International. If you need help to complete it, a member of staff will be able to assist you.

 

Our complaints procedure

Informal resolution

Before starting the process of making a formal complaint, please take the time to discuss your concerns with any member of staff. At this point we will look into the matters that you raise and try to resove them before starting the formal process. We want the opportunity to put things right for you as soon as possible.

 

Formal complaints procedure

Stage one

Your complaint will be dealt with immediately by a member of staff and we will contact you with an outcome in writing within seven working days.

Stage two

If you are unhappy with the outcome of your complaint at stage 1, the Depaul International CEO will oversee the investigation of the matters you have raised. They will appoint a colleague who may speak with all parties involved.

This will involve checking our procedures have been followed and reviewing the outcome you received at stage 1. You will be notified of their decision in writing within 10 working days.

Stage three

If you are still dissatisfied with the outcome at stage 1 and stage 2, the Depaul Group CEO will review your complaint in full and check that our procedures have been correctly followed. The Group CEO will also review the outcome you received at stage 1 and 2, and will write to you to inform you of their decision within 10 working days.

Still not satisfied?

If you have received a decision at Stage 3 and are still not satisfied, you can escalate the matter further to an independent body such as: Citizens Advice, a Recognised Designated Person, your local MP or Solicitor. For details of how to contact any of the above organisations or authorities, please speak to any member of staff from Depaul International or email info@depaulinternational.org

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