Complaints Policy and Procedure

Our Policy is to ensure all complaints are:

• Acknowledged within 48 hours of receipt.
• Responded to within two weeks and if we have made mistakes, we will apologise and try to put things right in accordance with Our Promises.
• Dealt with fairly, promptly, effectively and that SYHA are sensitive to our customers concerns and feelings.
• Given to a Case Manager who will take ownership of and responsibility for the complaint.
• Treated confidentially and no details will be disclosed to others without permission.

We will also make sure it is as easy as possible for our customers to inform us of any complaints they have including accepting complaints from third parties on behalf of our customers.

Our Procedure is to record, investigate and respond to all complaints following our three stage process. We aim to resolve your complaint within two weeks of receipt. If we think it will take longer we will let you know and give you a date by which you can expect a response.