Complaints procedure

Anxiety UK is committed to providing a quality service and achieving the highest standards. One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users. Therefore we aim to ensure that:

  1. Making a complaint is as easy and transparent as possible.
  2. That we deal with complaints appropriately and within the agreed time frame.
  3. We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response.
  4. We respond in the right way – for example, with an explanation or an apology where we have got things wrong and if relevant and appropriate information on any action taken.
  5. We have the right to refuse to accept a complaint where the complaint is clearly vexatious, malicious or motivated by racist, sexist, homophobic or other discriminatory attitudes. The decision as to whether a complaint is vexatious will be taken by the services coordinator in conjunction with the CEO.
  6. When a complaint identifies that something has gone wrong or has fallen below standards it is seen as an opportunity to improve and avoid a recurrence and it can allow for systems, policies, practices or procedures to be amended or put in place as appropriate.

The procedure covers complaints involving staff and all volunteers in delivering services and the services that the organisation provides to the public. This procedure covers complaints regarding discrimination and victimisation and will be investigated under this complaints procedure.

It covers:

  • How do you make a complaint?
  • What happens next?

How do you make a complaint?
If you are dissatisfied with a product or service you can make a complaint by telephone in writing by e-mail or by post.
If you require a formal follow up or the complaint requires us to investigate it further as in a complaint against a volunteer, member of staff we require that you put it in writing with your name and contact details.
We acknowledge that in certain instances a complainant may not wish to add their name, in such incidences we will review the nature of the complaint and decide on follow up action if deemed necessary.

All complaints should be referred or addressed to:

Dave Smithson
Acting Services coordinator
Anxiety UK, CRC, 339 Stretford Road, Hulme, Manchester M15 4ZY
Email: services@anxietyuk.org.uk

What happens next?
We aim where possible to address complaints quickly and informally. In the event of a follow up email or letter that required further investigation

  • We will acknowledge it within 7 working days from when we receive your complaint in writing.
  • We aim to give you a full reply within this time – if this is not possible for instance, because a detailed investigation is required – we will give you an interim response, telling you what is being done to deal with your complaint. A full reply will be sent within 14 working days.
  • If you feel the complaint has not been dealt with appropriately you are entitled to appeal the decision to:
  • Name:  Ms Nicky Lidbetter, Chief Executive (ceo@anxietyuk.org.uk)
  • In all incidences complaints will be recorded in Anxiety UK’s internal complaints register. These will then be included in the board reports and reviewed on a quarterly basis.