Your views are important to us
At SYHA we aim to provide high quality services but we know that sometimes things go wrong. We need to know about this as quickly as possible so that we can put things right. Your views are important to us in other ways too - they help us plan the way services are delivered in the future.
This guide aims to make clear the ways in which you can complain to us, the steps we will take to resolve your complaint and how you can appeal against our decisions.
We aim to resolve customer complaints speedily, effectively and fairly. We are committed to making it easier for our customers to provide feedback to us and then making sure that we use this feedback to improve our services.
What is a complaint?
We define a complaint as:
"An expression of dissatisfaction, however made, about the standard of service, actions or lack of action by SYHA or our staff affecting an individual customer or group of customers."
Exceptions to this procedure
We recognise that sometime situations arise that are best dealt with in other ways. So whilst we will generally follow this procedure there may be times where we decide to take a different approach. We will always explain why this is and what we can do to help.
Here are some examples:
- Where legal action is underway
- Where a service or some information is being requested for the first time.
- Where another agency or organisation is responsible for the situation
- Where unreasonable or persistent demands are being made
We can only take limited action on complaints made anonymously.
