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North Wales Deaf Association Want to Know
This Page explains How to:
- COMPLIMENT
- COMMENT
- QUESTION
- COMPLAIN
North Wales Deaf Association is a Company Limited by Guarantee no. 2959589
How to Contact Us
You Can contact us by Post, Telephone, Minicom, Fax, Video Phone, Email or by visiting our Office.
Full contact information can be found on our Contact Page. All corrispondance should be made for the attention of the Manager.
It is important for us to know:
- If you are happy with our services
- If you have any comments or questions about our services
- If you are unhappy with our services
Please contact us when you think we have done well.
It will help us in try to make sure that the standard of service you have received can be provided to other people in the future.
You could:
- Tell the staff themselves
- Tell the Manager
- Write to the Chairperson
- Or send a signed video
We value your comments on the services provided, the standards achieved and how we could make things better.
Also we want you to be clear about the services you are receiving or could receive. If you think we have not explained something very well, or you have any questions please ask.
You could:
Contact the person in North Wales Deaf Association who you know best or feel most comfortable with
Contact the Manager who will make enquiries and reply to you
You may ask a friend or relative to help with this if you wish
What to do if you are unhappy with our service?
We know that things can sometimes go wrong and you may want to complain. Your complaint will be dealt with confidentially, seriously and thoroughly.
Your services will not be taken away or affected as a result of making a complaint
You may wish your complaint to be handled informally. We believe that a lot of problems can be sorted out quickly in this way. You will have a reply within 15 working days from a member of staff at North Wales Deaf Association. They will try and solve the problem through discussion with you.
If you are unhappy with the outcome of this process then you can move on to the formal complaints procedure providing it is no later than 6 months after the problem happened.
You do not have to use the informal system if you to want to. You can go directly to the formal complaints procedure. However, we would encourage you to talk to the staff member first as they may be able to sort out the complaint quickly.
THE FORMAL SYSTEM
Stage One
If you decide to use the formal system you should contact the Manager either in writing or BSL video. Your complaint will be dealt with by the Manager or by an appointed officer, who has NOT previously been involved in your complaint. Your complaint should be dealt within 28 working days.
Stage Two
If you are unhappy with the decision of the Manager/Appointed Officer then you can ask for your complaint to be put before the Chairman and two members of the Management Committee. You should do this within 15 working days. The Chairman should reply to you within 10 working days.
Having received the Chairman's decision, if you are still unhappy, then you have right to ask for his decision to be reviewed. You should do this within 15 working days by notifying the Manager that you want the matter to go to the Appeal Panel.
Stage Three
THE APPEAL SYSTEM
The Appeal Panel will meet within 30 working days of the Manager receiving your request for an Appeal.
The Panel will consist of:
Two Independent People - one of whom will chair the Appeal Panel
A member of the North Wales Deaf Association Management Committee
You and a friend or representative can attend and speak at the Appeal Panel meeting.
The Appeal Panel will normally reach a decision within five working days. You and the Manager will be notified of the Appeal Panel's decision and recommendations.
North Wales Deaf Association is a company limited by guarantee registered in England and Wales. Registered number 2959589. Registered Office: @ Quinton Hazell, Glan y Wern Road, Mochdre, LL28 5BS. Registered Charity Number 1048017
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