Compliments and Complaints


Compliments:
It is always nice to get positive feedback from a satisfied client. If you would like to compliment CHAS on our services, please complete an entry on the Guestbook, or write to the member of staff concerned, or write to:

Peter Meredith,
Chair,
C/o CHAS Bradford
City House
21 - 27 Cheapside
Bradford
BD1 4HR


Complaints:
We always try to ensure that our clients receive the best possible service; however even with the best will in the world things go wrong. If you are unhappy with the service you have received, please get in touch so we can look into matters for you. 

If you would like assistance during any stages of the complaints procedure, you can ask a friend, another worker from CHAS who you know, or if necessary on your behalf we can ask someone from an independent body to assist you.

Step One:
Initially you should contact the member of staff who is dealing with your case; you can either write or phone.

Step Two:
If you are not happy with the response you got from stage one you can ask to speak to their Direct Line Manager - please ring our Receptionist on 01274 726790; they will tell you the relevant manager's name and contact details.  You can put your issues in a letter, email or phone call.  The Manager will respond to you within 10 working days.

Step Three:
If you are not happy with their line manager's decision taken in step two, you can approach one of our Assistant Director's; or our Director if the Assistant Director dealt with your case in stage two.  If your complaint is about the Furniture Service, you should contact Linda Brockhill, 01274 731909, linda.b@chasbradford.org.uk, or write to Linda at CHAS Furniture Service, Rebecca Street, Bradford, BD1 2RX.  If your complaint is about one of our Advice or Support Services, you should contact Kenny Singh, 01274 726790, baljinder.s@chasbradford.org.uk or write to  Kenny at City House, 21-27 Cheapside, Bradford, BD1 4HR.  If you have already spoken to the Assitant Director, you can speak to our Director, Ruth Batty, ruth.b@chasbradford.org.uk , 01274 726790 or write to the same address as Kenny Singh. You will hear back from us within 20 working days.

Final Step:  
If you are still unhappy with our decision, you can appeal for a fourth time to our Director or Chair if the Director dealt with you in the previous stage; this decision is final. You can either write with details of your complaint to our City House office (address below and above), or ring 02174 726790 to arrange an appointment. If you arrange to meet us face to face, you can bring a companion along. We will get back to you within 30 working days.

Whilst it is not easy to make a complaint, we will always do our best to put things right where we can. We would rather that you told us of any problems you encounter than feel that you have not had a good service.  Please follow the above order of contacts, as it is in place to ensure that you have several opportunities to put your point across and to be heard fairly.







                CHAS @ St Vincent's, Charity Registration Number 1053992
                Registered Office: City House, 21-27 Cheapside, Bradford, BD1 4HR

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