Complaints Procedure
DeafSEND aims to provide professional, clear and responsive services. If you are unhappy with any aspect of our work, we encourage you to raise the matter promptly.
Stage 1: Informal resolution
In the first instance, please contact DeafSEND at info@deafsend.co.uk with a clear explanation of your concern. We will aim to acknowledge the complaint within two working days and seek to resolve it informally where possible.
Stage 2: Formal complaint
If the matter cannot be resolved informally, you may request that it is treated as a formal complaint. Please set out:
- the nature of the complaint;
- the service or work concerned;
- the outcome you are seeking; and
- any relevant supporting information.
We will aim to provide a written response within 10 working days, although complex matters may require longer.
Professional or regulatory matters
Where a complaint relates to a regulated or professional matter, information about any relevant external professional or regulatory route will be provided where applicable.
Confidentiality
Complaints will be handled sensitively and information will only be shared where necessary to investigate or respond to the concern.