COMPLAINTS,IDEAS &COMPLIMENTS

A guide for people who use Spire’s services,

their families and their friends.

Introduction

This leaflet has been created to explain to you the many ways you can make a complaint, share an idea or pass a compliment about anything at Spire.

/ We hope that you will be happy with the services provided by Spire, but if there are any problems this leaflet tells you how to complain.
/ You may have a really good idea that you think would help make Spire better for someone.
/ Sometimes you might just want to tell us what you think about your support workers or how we are doing things in your home. You might even want to use this leaflet to say thank you to someone for something.

It is okay to ask your support worker, family member or advocate tohelp you tell us what you want.

How to complain: Step 1

If your complaint is about your support workers or project coordinator you can miss this step.

/ Let your staff team know what is wrong and see if you can work something out together.
/ If you are still not happy you can make a formal complaint. Let your project coordinator know and they will write down your complaint.
/ If it can’t be sorted straight away we will arrange a meeting within five working days to talk about your complaint.
/ You may bring a friend, a family member or advocate with you, who knows you well.

How to complain: Step 2

/ If you are still unhappy, please write down your complaint or ask someone to help you. This could be a friend, support worker or someone from your family. An advocate could also help you.
/ Send your complaint to our Service Manager Louise at the office.
/ Louise Beaven
Spire Preston Ltd
Preston Business Centre
Watling Street Road
Preston
Lancashire
PR2 8DY
01772 524567
07545 921564

Louisewill write back to you within 14 days and may arrange to meet with you.

How to complain: Step 3

If you still feel your complaint has not been dealt with fully, you can write to:

The Chairperson

Spire

Preston Business Centre

Watling Street Road

Preston

Lancashire

PR2 8DY

While all complaints will be kept confidential we may need to share information. We will tell you about this if we need to share something with somebody else.

There are three organisations in the local area that can help you to express your views. They are...

/ 01772 744222
/ 01253 362140
/ 01772 732313

Should you wish to complain about Spire, you can telephone:

/ 01772 533689
OR
/ 03000 61 61 61

Diversity and Discrimination

Everybody is different. They may have different skills, interests and beliefs. This is what we call diversity. This makes that person who they are and they can share these skills, interests and beliefs with you and help you to develop as a person.

Discrimination is when somebody is treated differently because of who they are – whether it’s because of their age, disability, race, religious beliefs, gender, sexual orientation or other characteristics.

/ Complaints,ideas &compliments
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I live at
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/ I am unhappy with my service
/ I have an idea!
/ I am happy and would like to thank or compliment somebody
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Send this form to:
/ Spire
Preston Business Centre
Watling Street Road
Preston
Lancashire
PR2 8DY
/