What to do if you want to make a complaint

Our Complaints Procedure

CiCS is committed to providing good quality services. We recognise however that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

We do not look on complaints as unwanted because they can help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something that you found unsatisfactory or unacceptable.

Feedback

If you do not think your particular concern amounts to a 'complaint' we would still like to know about it.

How to Complain

Step 1: Contacting us

The first step is to talk to a member of CiCS staff. This can be done informally, either directly, by telephone or email. Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask for their relevant line manager.

We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further

We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy the next step is to fill in our online feedback form, setting out the details, explaining what you think went wrong and what you feel would put things right.

If you do not have access to the internet you can always ask a member of staff to take notes of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to our Customer Services Team to deal with.

Once the Customer Services Team receives a written complaint we will arrange for it to be fully investigated. Your complaint will be acknowledged by email (or letter if requested) within one working day of receiving it and we will say when you can expect a full response. This should normally be within two weeks unless the matter is very complicated. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Step 3: The next stage

If you are not satisfied with the Customer Services TeamĀ“s investigation you can take your complaint to our Director, Christine Sexton. Please inform the Customer Services Team if you want to take your complaint further, and it, and any further information, will be sent to the Director to assist with her investigation.

Christine Sexton will let you know within seven working days that she has received your complaint and tell you when to expect a full response from her.