Make a complaint about VoiceAbility

As a learning organisation, we want to hear your comments, suggestions and complaints because it means that we can continually improve.

Whatever you want to tell us, we will listen to you. Your comment or complaint will be taken seriously and we will treat you fairly, honestly and to the best of our abilities. Many problems can be sorted out by talking to us. Most differences or misunderstandings can be sorted out simply and quickly. But if you don’t tell us about a problem, we may not know how to help you.

When you make a complaint


If you want to make a complaint about VoiceAbility, our aims are to:

a) clearly understand your concerns and the issues you raise

b) clearly understand what you want to happen as a result of your complaint

c) address your concerns by understanding the facts of the situation and identify a resolution with you as quickly as possible

d) resolve issues informally wherever you wish us to and where appropriate, so that you do not have to go through a formal process.

How do I make a complaint about VoiceAbility?

complaints leaflet front cover


1. Talk to a member of staff from VoiceAbility about what you are unhappy about.

If you do not feel comfortable talking to a member of your local service, you can email our complaints team on complaints@voiceability.org. The team will look at your complaint and will make sure that it is dealt with appropriately.

Someone will be in touch with you to talk through the issue you have and will thoroughly investigate your complaint.

 

2. If, after your complaint has been investigated, you are still unhappy about things, you have the right to appeal the decision.

An Appeals Officer will be assigned to your case and they will conduct a second investigation. They will communicate with you their findings, decision and recommendations.

 

3. The Appeals Officer’s decision is final other than in exceptional cases:

On receipt of a submission from you to the CEO, the CEO may at his/her absolute discretion chose to refer you to either an independent third party for review or to the Chair of the Board to appoint a member of the Board of Trustees to investigate.

In certain circumstances you may be able to complain about VoiceAbility to the Charity Commission. More information about the matters which the Charity Commission will consider is provided on their website.

In many circumstances (e.g. where the service is commissioned by a Local Authority or NHS organisation) you can also complain to the Commissioner of that service.

How do you contact us?


You can make your complaint in lots of different ways. You can:

  • Speak to your advocate or, if your complaint is about the advocate, you can contact the Service Manager.
  • Phone us, write to us, fax or email us.
  • Email our complaints team – complaints@voiceability.org
  • You can also fill in the form below and give it to a member of staff, or post it to us.

Download a Complaints FormDOWNLOAD a Complaints Form using this link here

 

You may want support to make your complaint, or to fill in the form. If you do, someone in your local office can identify an independent person to complete it with you.