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Making a Difference Every Day
About us | Company Information | Complaints Process

Complaints Process

We will always aim to do our best, but unfortunately there may be times when things go wrong. If you have a complaint about any aspect of our service, we want to hear from you so that we can address any issues and build improvements into our policies and procedures.

Please telephone us on: 0113 243 5151, write to us at the following address:

Director of Corporate Affairs       
St Anne’s  Community  Services     
6 St Marks Avenue         
Leeds   
LS2 9BN
Or send an email to: info@st-annes.org.uk

We will send you an acknowledgement of your complaint within 3 working days.

We will work hard to resolve the problem as quickly and efficiently as possible. Where your case is complex or involves a number of issues, we may need some time to make sure that we have covered everything. Our aim is to take no longer than 4 weeks (28 days) to deal with even the most complicated of complaints, so at the end of this time we will let you have our final response with our decision on your complaint, or explain to you why we are still unable to give you our final response. If this is the case, we will keep you regularly informed, either by telephone or in writing, while we continue the investigation.

If you are unhappy with our final response, you have the right to appeal this decision to the Chief Executive. You can appeal up to 14 days after the date of the original response. The Chief Executive will acknowledge the escalated complaint within 48 hours and make a formal response within 28 working days.

If you are unhappy with the Chief Executive’s response, you may be able to refer your complaint to one of the following:

Local Government Ombudsman               
PO Box 4771     
Coventry         
CV4 0EH
Phone: 0300 061 0614

The Local Government Ombudsman considers complaints about adult social care from individuals about services arranged and funded by local authorities and from people who arrange and fund their own adult social care. This includes those who “self fund” from their own resources or have a personalised budget. The Local Government Ombudsman will inform the Care Quality Commission about outcomes that point at regulatory failures.

The Housing Ombudsman Service
81 Aldwych       
London                  
WC2B 4HN
Phone: 0300 111 3000

The Housing Ombudsman looks at complaints about registered housing providers including housing associations and other landlords, managers and agents. If someone thinks their landlord has provided a poor service or has managed accommodation badly the Housing Ombudsman will look at the complaint.