ࡱ> HJG#` 8bjbjmm 8:C$$$$$$$8 4D82dddddddd$hP!79$dd7$$ddpvvvR$d$dvvvV@$$dX ߅* j e0)x!N!!$d^vFLddd77T"ddd888< 888< 888$$$$$$ Comments, Compliments & Complaints. We are always looking at ways of improving our service. We would like to hear your views on how well you think we are doing, what you think we are not doing well and how you think we can improve the services we offer. If you would like to make a compliment or complaint regarding our service, please fill out the form below. Please note, if you are making a complaint, this will enter our formal complaints procedure. Your nameDateYour address Daytime contact telephone number Please tell us the best time of day to contact you Email address Please provide us with details of your compliment, comment or complaint Please tell us what you would like to see happen as a result of your comment or complaint Is this the first time you have made a formal complaint regarding this issue o Yes o NoIf no, please explain  Please send this form to: SNAP, Sudbury House, Dencora Business Park, White House Road, Ipswich , IP1 5LT Complaints Procedure SNAP is committed to providing quality services to all of its service users. However, if you are unhappy about any aspect of the service received, we would like to hear from you. We will listen carefully to your complaint and work with you to agree a solution. If you wish to make a complaint then please fill in our complaints form. If you wish to make a complaint verbally then you may also do this and we will write the details down and make sure that you are happy with the wording. This will help us to carry out a formal investigation. When you make your complaint: All complaints received will be treated confidentially, with courtesy and as a matter of urgency. SNAP will record and monitor complaints with a view to assessing and continually improving the quality of service. Your complaint will be recorded together with any resolutions and you can request a copy of this information at any time. If, at any stage of the procedure, you wish to discuss your complaint in person a representative or friend can accompany you and, with your agreement, they can also speak on your behalf. In the first instance we would hope that a member of our staff will resolve your complaint informally and as soon as you raise the complaint or within timescales agreed with you. If your complaint is not resolved to your satisfaction informally, you may make a formal complaint. SNAP will acknowledge your complaint within 2 working days, telling you which Team Leader will be dealing with the investigation. We will give you our response within a further 10 working days. If the complaint cannot be resolved within this time then a revised timescale for response will be confirmed to you providing reasons for the delay. If your complaint is very serious, then we may refer your complaint straight to our Service Manager. Depending on the nature of your complaint, details may also be referred to one or more of the SNAP partner organisations; if this is the case, we will advise you of this when we acknowledge your complaint. If you are not happy with the response from the Team Leader, or the matter still remains unresolved, then you should contact the SNAP Service Manager on 01473 742690, or by writing to SNAP, Sudbury House, Dencora Business Park, White House Road, Ipswich, IP1 5LT. The Service Manager will confirm that they are now dealing with your complaint and a further investigation will take place. You will be advised of the outcome of this investigation within a further 10 working days. If the SNAP Service Manager does not resolve the complaint to your satisfaction, you may appeal the decision by asking for your complaint to be referred to a member of the SNAP Board. We can do this on your behalf or you can contact the Chairperson of the SNAP Board on 01473 218818 or in writing to; Paul Kingston, Orwell Housing Association Limited, Crane Hill Lodge, 325 London Road, Ipswich, IP2 OBE. If you are still unhappy with the response you receive from the SNAP Board member, you may refer your complaint to; Supporting People in Suffolk, St Edmund House, Rope Walk, Ipswich, IP4 1LZ. 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This means that we will not treat you any differently because of your race, gender, age, religion, sexual orientation, disability or background. 6&P 1F:p1. 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