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Compliments and Complaints Procedure

The Parent Partnership Service recognises the need to provide a first class service which is responsive to the views expressed by our customers.  We believe in putting people first.

Through our compliments and complaints process we will resolve customer complaints speedily, effectively and fairly, and we will encourage feedback and suggestions on how we can continually improve our services.

The service aims to respond to complaints by:

• acknowledge receipt of email within 3 working days  
• a substantive response within 10 working days of receipt

The acknowledgement must state:

• who is dealing with the complaint (the relevant line manager or  investigating officer);
• a contact telephone number and, email address;
• a date by which time the complainant can expect to receive a substantive response.

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