Feedback & Complaints
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GOT SOMETHING TO SAY?
Help us make CREATE better
- • Tell us how you feel about our services
- • Let us know how we can improve
- • If something is bothering you, let us know so we can do something about it
There are many ways you can tell us, some ideas are
- • Send us an email
- • Draw a picture
- • Give us a call
- • Organise a meeting to chat
Your feedback is important to us
How do I give feedback or make a complaint?
CREATE wants to hear what you have to say, and giving us feedback or making a complaint is easy.
Face to face: If you feel comfortable, you can chat with a CREATE staff member. If your feedback or complaint is about a staff member (or volunteer) and you are not comfortable talking with them about it, you can contact any CREATE office and ask to speak to a supervisor or manager at CREATE.
By post or email: CREATE has a complaints form that you can fill out and send to us. You can ask a staff member for a copy of the form, or you can download the form by clicking the link below:
What do I have to put in my feedback or complaint?
- It is useful for us to have as much information as possible so we can understand what you want to say. You can include:
• Who your feedback or complaint is about
• What happened (If you can, try and include the date, time, and who was involved)
• How it made you, or others, feel
• If anyone else was around
• Any documents/ evidence
• What would you like to see happen
How long does it take to get an answer?
We will chat with you as soon as possible to let you know your feedback or complaint has been received, and it usually takes 10 days for us to get back to you to let you know what is going to happen. Depending on the information you provide, it can take up to 30 days for a decision to be made, and in some cases it can take a bit longer (up to 45 days).
What do we do with your feedback or complaint?
What you have to say is very important to us, so CREATE will treat your feedback or complaint with priority. In most cases, we chat to the people that your feedback or complaint is about, and offer them a chance to provide an explanation of what happened. Our aim is to resolve the problem, in the best way possible, for everyone involved.
We may ask if you would like a meeting with the person to find a solution, or we might organise some additional training. Either way, we will let you know what is happening while we review your feedback or complaint.
What if you are not happy with the outcome?
If you are not happy with the outcome you can ask for it to be reviewed.
If, after it has been reviewed, you are still not happy with the outcome, you can ask for it to be reviewed a second time using the ‘Line Management Flowchart’ (that means the person who provided you with the feedback has to take it to their manager who will review the complaint).