Customer complaints policy & Procedure
OUTSHOUT aims to provide high-quality services which meet your needs. We believe we achieve this most of the time: if we are not getting it right, please let us know.
To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with OUTSHOUT. If you are not happy with OUTSHOUT, please tell us, in writing, by email to admin@outshout.org.uk. 1. we should acknowledge your complaint by email within 5 working days. 2. You should receive an initial response to your complaint within 10 working days of your complaint by email, which may also be the final decision. 3. In rare circumstances, we may require up to 8 calendar weeks from your written complaint to provide our final decision letter. Informal complaints procedure
Often we will be able to give you a response straight away. When the matter is more complicated, we will give you an initial response within 10 working days.
Making a written complaintIf you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive Officer. (If your complaint is about the Director/Chief Executive Officer), please write to the Chair.)
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within 10 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 for the next steps.
If we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Directors, which will decide on any further steps to resolve the situation.
Finally, please let us know if you are happy with OUTSHOUT’S services by using our Testimonials form or on our social media pages.
To ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with OUTSHOUT. If you are not happy with OUTSHOUT, please tell us, in writing, by email to admin@outshout.org.uk. 1. we should acknowledge your complaint by email within 5 working days. 2. You should receive an initial response to your complaint within 10 working days of your complaint by email, which may also be the final decision. 3. In rare circumstances, we may require up to 8 calendar weeks from your written complaint to provide our final decision letter. Informal complaints procedure
- If you are unhappy about any OutShout’s service, please speak to the relevant staff member, manager or Director.
- If you are unhappy with an OUTSHOUT individual, it is sometimes best to tell him or her directly. If you feel this is difficult or inappropriate, speak to the staff member's manager or the Director.
Often we will be able to give you a response straight away. When the matter is more complicated, we will give you an initial response within 10 working days.
Making a written complaintIf you are not satisfied with our response or wish to raise the matter more formally, please write to the Director/Chief Executive Officer. (If your complaint is about the Director/Chief Executive Officer), please write to the Chair.)
All written complaints will be logged. You will receive a written acknowledgement within three working days.
The aim is to investigate your complaint properly and give you a reply within 10 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 for the next steps.
If we have responded you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Directors, which will decide on any further steps to resolve the situation.
Finally, please let us know if you are happy with OUTSHOUT’S services by using our Testimonials form or on our social media pages.