Feedback and Complaints

We are committed to responding to feedback and complaints so that we can provide a quality service in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

• making a compliment or complaint is as easy as possible
• we welcome compliments, feedback, and suggestions
• we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or information on any action taken etc.
• we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

You can make a complaint if you are not happy:

• with the support you have been given
• about how you have been treated
• because you have had difficulty getting in contact

Please let us know if you need any extra support when we contact you, for example if your require a larger font size for reading purposes.

For all types of complaints, you can complain by email to info@theiru.org.uk or you can use our Contact Us form.

Our staff and volunteers have the right to do their jobs without being treated badly. Find out how we define and respond to unacceptable behaviour.