Complaints

What to do if you want to make a complaint

We welcome all feedback, positive or negative, from children, young people, parents and carers who come to the centre. We are committed to ensuring that our service users are treated with dignity, respect and compassion and that we listen and respond to the feedback we receive. If you are unhappy about any aspect of our service you may want to discuss your concern with us or make a complaint.

A complaint is an expression of dissatisfaction that needs a response. All complaints, whether verbal or written, will receive a full response which shows that your concerns have been listened to by us, we will offer an apology where applicable and always provide an explanation.

Complaints can be made directly by service users or, if they prefer, by another person on their behalf and with their consent. You should send your complaint to admin@pershorewellbeinghub.co.uk

Please note that any complaints regarding court assessments can only be heard within the court process as there are strict rules regarding court assessments with which the Centre must comply.

What is a complaint?

We welcome all feedback, positive or negative, from children, young people and parents who come to the Pershore Wellbeing Hub.

A complaint is letting us know that you are unhappy with your experience at the Hub and it needs a response from us.

All complaints should receive a full response which shows that your concerns have been listened to. This will include an apology, where applicable, and any action that has or will be taken.

Who can complain?

Complaints can be made by service users or, on their behalf, by a person of their choice, with their consent.
The Hub will not give out information to others about service users without their written consent.

Court assessments

Complaints regarding court assessments can only be heard within the court process and must be taken up with your legal representative. There are strict rules regarding court assessments which the Hub must comply with.

Step 1: Informal complaints

Please raise your concern with the member of staff you have been working with; they will try to resolve your concern straightaway.

Some complaints may need an investigation, which could take more time.
If you prefer, you can speak to the manager of the service, rather than the person you have been seeing.

Step 2: What if I want to make a formal complaint?

If you would like to make a formal complaint please contact the Hubs’s Chief Operating Officer stating what you are unhappy about.

He will try to help you by taking up your complaint with the relevant manager. At this stage it is usually helpful to agree the details of your complaint in writing.

Data Protection Officer,
Pershore Wellbeing Hub
No. 4 High Street
Pershore
WR10 1BG
admin@pershorewellbeinghub.co.uk

What happens to a formal complaint?

The Hub will undertake a thorough investigation of your complaint.
You will receive a detailed reply from the
(?) or a member of the Senior Leadership Team within 15 working days.

Step 3: What if I am not satisfied?

If you are not satisfied with the response you receive, you can ask the Centre’s Board of Trustees to review it, by contacting the Information Commissioner’s Office.
The Information Commissioner, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF. Phone: 08456 30 60 60 Website: ico.org.uk

You may be invited to meet with The Information Commissioner to talk about your concerns.

You will be notified of the outcome of the investigation within 15 days of any meeting. The decision of the Trustee is final and there is no further right of appeal.