This Statement outlines our commitment to ensure a service which listens to the complaints and feelings of its clients and service users in a just and fair manner and acts accordingly.
Complaints Procedure
The Charity aims to provide high quality services which meets the needs of our service users and clients. We believe we achieve this most of the time however in order to ensure our services remain at a high and improving standard, we have a procedure through which individuals can let us know if for any reason they are not satisfied with any dealings they may have directly or indirectly with the Charity.
If an individual wishes to raise a complaint, the first step is to raise an informal complaint by contacting any personnel member, volunteer or Trustee. If the complaint is about a specific individual(s) in the Charity then please email complaints@addictionsnortheast.com, the complaint will be dealt with by an impartial manager.
The Charity will endeavour to provide an initial response within five working days and aim to resolve the matter within ten working days, wherever possible. This response will include any details about action we have taken.
Writing to complain
If you are not satisfied with our response to your complaint or wish to raise the matter more formally, please write to the Chief Executive Officer:
Addictions North East
ANE Health & Housing
1a Lighthouse View
Spectrum Business Park
Seaham
SR7 7PR
All written complaints that are received by the Charity are logged and will be acknowledged within five working days of receipt.
The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
If you feel the Charity has acted illegally or outside of the good practice for a charity, then the opportunity exists to complain to the Charity Commission:
The Charity Commission
Charity Commission
PO Box 211
BOOTLE
L20 7YX
www.charity-commission.co.uk