Compliments and complaints

Complaints help us understand where we need to improve. Complaints can be made about any aspect of our business including services you did not receive, services which were not helpful or about the behaviour of our staff. You have a right to complain and we take all complaints seriously.

We aim to provide outstanding service but we know that sometimes things do not go the way that they should.

You do not have to make the complaint yourself. A family member, friend or someone else can make a complaint on your behalf. You can make an anonymous complaint if you wish.

We will keep information confidential as far as possible and will only discuss the complaint with people who need to know about it.

Some complaints can be sorted out very quickly but others take more time. We will let you know what we are doing about your complaint and how long it will take within five working days of receipt of the complaint. We will also give you the name and contact details of the person managing your complaint.

If we are not able to sort out the complaint straight away we will keep you informed of the progress of your complaint and any decisions that are made will be explained to you.

If you are not happy with the way your complaint is handled, you can contact us and ask for an internal review of the management or resolution of your complaint.

If you are still dissatisfied and we are unable to meet your expectations, we encourage you to discuss your complaint with one of the organisations listed here.

How else can we support you?

Compliments

Compliments let us know what we are doing well and help us recognise and acknowledge the performance of our people. Your compliment will be passed on to the staff member who will be acknowledged and thanked for their good work.

Complaints

Complaints help us understand where we need to improve. Complaints can be made about any aspect of our business including services you did not receive, services which were not helpful or about the behaviour of our staff. You have a right to complain and we take all complaints seriously.

Find out more

Whistle Blower Policy

UCWB has a whistle blower policy, which includes our consumers as well as staff members.

Find out more