Complaints Procedure
Why have a complaints procedure?
We are committed to providing a professional, fair, efficient, courteous
and helpful service to anyone who comes into contact with Centre
for Independent Living – Belfast.
However, if you believe that things have gone wrong and you are
dissatisfied with the service you have received from us, we want
you to tell us. Then we can seek to resolve your complaint, and
also try to ensure it does not happen again.
Your complaint will be treated with strict confidentiality. We will
maintain a Register of Complaints.
This page tells you how to make a complaint about the service we
provide.
How do I make my complaint?
- If you want to make a complaint, contact the Manager of CIL.
(If you think it more appropriate you can contact the Chairman
of the CIL Board directly)
- Make it clear what your complaint is about and provide information
about what took place and when.
- You, or your representative, can complain to us in writing,
by fax, e-mail or by telephone. Let us know how you would like
us to contact you about your complaint.
- We will try to deal with your complaint in full within 15 working
days of receiving it. If we can’t do this, we’ll let
you know what we’re doing to deal with your complaint. We’ll
also try and let you know when you will get a full response.
- If you’re not satisfied, after we have dealt with your
complaint or you think we haven’t dealt with it properly,
you can contact the Chairman of CIL Board of Management, who will
look into it personally.
- If you’re still unhappy with what we’ve done to
deal with your complaint, you can appeal the outcome of the complaint.
You can ask for a face-to-face meeting to discuss the complaint.
You can ask a friend, representative or advisor to accompany you
to the meeting.
How to contact us
If you wish to make a complaint please contact the Manager, or
Chairman at
Centre for Independent Living - Belfast
61 Duncairn Gardens
Belfast BT15 2GB
Tel 028 9087 5001
Fax 028 9087 5002
Textphone 028 9087 5003
Email info@cilbelfast.org
Please mark correspondence ‘Private and Confidential’
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