Introduction
The staff at the Tyne and Wear Care Alliance will do all they can to make sure you are treated promptly and fairly. Occasionally things do go wrong, when this happens you have the right to complain. We will investigate your concerns within set timescales.
This booklet informs you of the actions to take if for some reason you wish to complain. It also explains what actions we will take to address your concerns.
Who can complain?
Anyone who has contact with the Tyne and Wear Care Alliance.
If you are unable to complain yourself, a relative or close friend can do so on your behalf.
How soon should I make a complaint?
It is important to make the complaint as soon as possible after the event. We normally investigate only those complaints that are made within 12 months of the event.
These time limits can be extended in exceptional circumstances.
To whom should I complain?
Wherever possible you should talk to the person close to the source of your complaint. Alternatively you can speak to your Network Development Officer. The Quality Monitoring Officer is also there to help. In most cases the matter may be resolved immediately.
If you would prefer to talk to someone who is not involved with your complaint, you can write to the Quality Team at the Tyne and Wear Care Alliance. You will find the address at the back of this leaflet.
The Tyne and Wear Care Alliance will do their best to resolve the complaint as quickly as possible. Information will only be shared with those people involved in the complaint.
How soon should I get a response?
We will acknowledge your complaint within three days of receipt. You will receive a full response within 15 working days.
What can I do if I am not satisfied with the response?
The Tyne and Wear Care Alliance are committed to resolving your complaint. If you are not satisfied with the outcome you have the right to a review. You will be given advice on how to do this with the response.
The Tyne and Wear Care Alliance are committed to providing a quality service. We welcome feedback from learners, training providers and employers as this ensures continuous improvement of our services.
Contact details and telephone number:
Tyne and Wear Care Alliance
Unit 1Q
North Sands Business Centre
Liberty Way
Sunderland
SR6 0QA
Telephone Number: 0191 5656052
Fax. No. 0191 5145462
Quality & Procurement Manager: Graeme Stark
Graeme.stark@sunderland.gov.uk
Quality Monitoring Officer: Berni O’Leary