What to do if you have a complaint about a member of staff or the service you have received from Driving and Mobility Centre (West of England) CIC
How to make a complaint
If there is an occasion when you wish to make a complaint about service delivery, or about a member of staff, the following may assist you.
Tell the member of staff with whom you are dealing if you are not satisfied about something. Most complaints can be dealt with in this way.
If you are still not satisfied, and wish to make a formal complaint, then please make the complaint in writing, and address it to the Centre Manager at the office address. If you require additional support to make your complaint, please contact us.
Dealing with your complaint
We will try to deal with your complaint within five working days but if this is not possible we will contact you to explain the reason for any delay. If need be, an interview may be arranged so you can talk about your complaint, and a report will be made. A decision on the report will be taken and you will then be informed by letter. We hope that you will be satisfied by the action taken.
(Please note, there is a separate procedure to follow if you wish to appeal against the outcome of an assessment.)
If you are not satisfied with the way your complaint has been dealt with, you can raise the issue in writing with the Board of Directors of Driving and Mobility Centre.
If it is appropriate you may be invited to attend a meeting with, if you wish, a representative of your choice. You will then receive a written response within ten working days.
The next stage
Failing settlement at the above stage, the issue can be referred to our national accrediting body, Driving Mobility (the working name of the Forum of Mobility Centres). Their contact details will be given to you at this time.
All records in relation to any complaints are kept secure and are shredded after seven years. Those in relation to children or young adults will be kept for twenty years.