Compliments and Complaints Policy

We hope that you and your children are completely satisfied with your experience at Phoenix. We would really love you to share with us what you think we are doing well. Please speak to a member of staff or write to us at This email address is being protected from spambots. You need JavaScript enabled to view it..
 

Complaints Procedure

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

If you are not satisfied with the response that you have received or you wish to raise the matter more formally, please write to the Chief Executive, Julie Bayford This email address is being protected from spambots. You need JavaScript enabled to view it. . We also accept complaints in video form as we understand BSL may be your main form of communication.  If your complaint is about the Director/Chief Executive please contact the Chairperson Valerie Copenhagen This email address is being protected from spambots. You need JavaScript enabled to view it..
 

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.
 
If after we have responded you are not satisfied, please inform the Chair who will report the matter to the next meeting of the Board of Trustees, which will decide on any further steps to resolve the situation. Please email Valerie Copenhagen This email address is being protected from spambots. You need JavaScript enabled to view it.