MEH COMPLAINTS PROCEDURE

We have one complaints procedure in place which we adhere to no matter who the complainant. All complaints are dealt with within five working days.

a) When a complaint is received – via telephone, email or letter – it is logged in our complaints book.

b) The CEO is informed of all complaints received.
c) Contact is then immediately made with the complainant informing them that the complaint has been received and what action will now be taken.

d) A letter is sent to the complainant confirming the telephone call.

e) The complaint is investigated by Nicola Daley, CEO. If there is a conflict of interest then the complaint will be investigated by Joanne Williams, Senior Finance Manager. Contact is made with the complainant if necessary to gather further information.

f) The result of the investigation is discussed with Nicola Daley CEO and decision on action to take agreed.

g) The complainant is contacted with the result of the investigation and informed of any further action to be taken

The time between when a complaint is made (a) and the complainant being contacted with the result/action (g) should be no more than five working days.

Details of our complaints procedure are displayed on our website and are available on request from MEH.