Compliments and Complaints Policy
The Phoenix Group aims to provide high quality services which meet your needs. If you feel that we are not getting it right please let us know.
In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of for any reason you are not satisfied with your experience with the organisation.
If you are unhappy about any The Phoenix Group’s service, please speak to the relevant staff member, manager or CEO.
If you are unhappy with an individual in the organisation, sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the charity CEO. Often we will be able to give you a response straight away. When the matter is more complicated but we will give you at least an initial response within five working days.
Making a formal complaint
All written/video complaints will be logged. You will receive a written acknowledgement within five working days.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.