Making a Complaint
We value your comments
Your views are very important to us and we take any feedback we receive very seriously. If you are unhappy with any aspect of our work, we would like to hear about it. We appreciate the opportunity your comments give us to learn and improve.
Where a complaint or expression of dissatisfaction is received we will seek to ensure that complaints are:
Listened to, investigated thoroughly and carefully considered
Dealt with consistently
Acknowledged speedily and recorded
Dealt with in an appropriate, fair and timely manner: the facts are established, any evidence is obtained and recorded and a response is prepared, reviewed and communicated to you
We learn from complaints - where appropriate a review will be carried out and any actions implemented to mitigate the risk of reoccurrence.
The complaints procedure
In the first instance, please email your complaint to info@unlt.org.
You will receive an acknowledgment within 2 working days and we aim to deal with your complaint within 10 working days.
If you are not satisfied with the response, you can escalate your complaint by emailing the Hub Director Jenny.Irish @unlt.org.
If you are not satisfied with the outcome you can request for your complaint to be dealt with by our Board of Trustees.