How to make a complaint

Introduction

begin welcomes feedback from everyone who uses our services - whether positive or negative, eg, complaints, comments, ideas of what works well or what doesn't work. We are committed to use feedback to improve services as much as we can. If we get negative feedback in our surveys that need more investigation we will treat it as a complaint. 

Complaints Procedure for BEGIN service

  • If you have a complaint about BEGIN - contact the Service Manager by:
    • email - fiona@begin.org.uk
    • phone - 0115 978 0942 
    • letter - please mark letters "CONFIDENTIAL" & post to Service Manager, BEGIN, Nottingham College Adams Building, Stoney St, Nottingham NG1 1NG
    • or ask for a meeting with the Service Manager.
  • All complaints will be dealt with in confidence. We will discuss with you if you want us to use your name or if you wish the complaint to be made anonymously. 
  • We aim to respond to complaints within 5 working days wherever possible. If we cannot do this, or solve the problem immediately we will tell you why and keep you up-to-date with progress.
  • The Service Manager will work with you to:
    • Find out the cause of the problem
    • Discuss findings with you and agree what action you wish to be taken
    • Try to put things right and make sure the problem doesn't happen again
  • Actions to resolve problems are recorded and will be reviewed by the Service Manager and the team and, wherever possible, used to improve services in the future.
  • If you are not happy about the way your complaint has been dealt with by BEGIN, you should write, in confidence to the Chair of BEGIN at the above address.  If or when the Chair rol is vacant your complaint will be sent to the Head of Faculty at Nottingham College - BEGIN's host organisation and employer.

 Complaints Procedure for other related services

  • If BEGIN receives a complaint about services it works with, eg, a college or a community learning centre, our staff will record it and make you aware of how you can complain directly to that organisation. Alternatively, with your permission we will give your comments to the manager of the service.  
  • Our funders are also interested in your comments on the courses and you may contact them directly with feedback. They may ask us to pass on general comments.  We would not pass on your personal details without your permission.
  • Comments on BEGIN or other services we work with may also be discussed anonymously at BEGIN’s Steering Group and other meetings to plan for improved services in the future.