As part of that process, we value customer feedback and consider it essential in helping us to improve our services.
We treat any complaint seriously and always aim to resolve issues promptly and effectively if you feel dissatisfied to ensure visitor satisfaction.
What is a complaint?
We see a complaint as your way of letting us know if something didn’t meet your expectations, whether it’s justified or not.
Our policy covers complaints about:
or
Our standards for handling complaints:
We treat all complaints seriously, whether they are made by telephone, email, online or in person.
You will be treated with courtesy and fairness at all times. We request in return that you will be courteous and fair in your dealings with our staff at all times.
Your complaint will be handled confidentially and addressed promptly.
We will acknowledge receipt of a written complaint within 5 days. If we can give you a full reply at this point, we will, otherwise we will send you a full reply within 10 days of receipt.
If we cannot send a full reply within 10 days of receipt, we will tell you the reason why and let you know when we will be able to reply in full.
We will not treat you less favourably than anyone else because of any protected characteristics. Currently those defined under the Equality Act 2010 are:
Age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; gender; sexual orientation.
How to complain
See Contacting us section below for contact details.
Centre for Life Customer Complaint Policy
We have a two-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
Stage 1
Upon receipt of your complaint, we will speak to the appropriate staff at Life for feedback, investigate the circumstances surrounding your complaint and then contact you with a response.
Stage 2
If you are dissatisfied with this response, you may request a review. Your request should be sent to the person who responded to your complaint initially.
At each stage of the procedure, we will acknowledge receipt of your written complaint within 5 days and we will send you a full reply within 10 days of receipt. If we cannot send a full reply within this deadline, we will tell you the reason why and let you know when we will be able to reply in full.
At each stage, please send your complaint or request for review to Life, using the contact details below.
Comments
As well as learning from your complaints, we are also interested in hearing when we do things well and suggestions on how we might do things better. You can make your comments by telephone or email (see Contacting us section). Comments can help improve our service and the way we do things. The two-stage procedure outlined above does not apply to comments.
Contacting us
All complaints, requests for review and comments under our complaints procedures should be sent to the following:
Postal Address: – Director of Operations and Trading, Centre for Life, Times Square, Newcastle NE1 4EP
Email: info@life.org.uk
Tel: 0191 243 8223
Monitoring
To help us to make sure we are treating everyone fairly, we would ask you to complete a short equality monitoring form either at the beginning or end of the process.
This will enable us to analyse more effectively any complaints, identify potential training and issues which need to be resolved. See our customer equality and diversity form.