Feedback Process

Letchworth Settlement Feedback Process

Introduction

Letchworth Settlement takes great pride in the range and quality of the classes and courses it offers and in the facilities which are available for hire by Members and, increasingly, by external organisations.

We may be small but we always do our best to ensure our visitors have a good experience.

We recognise that from time to time, you – our members and clients – may not always experience the standard of service you expect and we want to ensure that we make it easy for you to let us know about such occasions.  Equally you may feel that you’d like to tell us about the good things.

We can only deal with what we know about and whilst some things may be beyond our control (like limitless car parking!) we will certainly try hard to put right the things that we can fix.

Compliments

We are always delighted to receive these and they may be sent to Pam Burn, c/o Letchworth Settlement who will ensure that the sentiments are passed onto the individual and to the Settlement Management Committee.

Complaints

We define a complaint as “an expression of dissatisfaction about the standards of service provided, which an individual or a group of users claim has affected him, her or them”.

So, if the class that you attend starts late more often than not, you might well have legitimate cause for complaint.  Or if, despite chasing it up, you don’t hear back within a reasonable period of time about a query you have raised with the office, you may feel too that this is a reason to complain.

Action to be taken

It is always better if one can deal with a complaint directly with the person concerned if at all possible – there may be a good reason for something happening/not happening and clearing that up may provide an answer to your problems and thus avoid embarrassment all round.  However, we understand that this may not always be possible and indeed you may have already tried to resolve it directly without success.

Escalation of complaints

We would like to think that this will rarely if ever be necessary but if it is, this is what we would ask you to do:

If your complaint is about a Tutor or a class matter, please contact the Manager Sonia Weston on 01462-682828 within the following hours: Mondays – Thursdays 9am to 4pm.  Or write to her at The Settlement, 229 Nevells Road, Letchworth Garden City, SG6 4UB or email to: [email protected]

If this is not appropriate, please contact the Settlement Chair, Mrs Pam Burn by email: [email protected] or by letter to the above address, taking care to mark the envelope Strictly Private and Confidential.

In either case, please ensure that you give us the facts of the case as clearly as possible.  We shall investigate each case carefully and objectively.

You will generally receive an acknowledgement within three working days and we will aim to respond in detail with our findings within no longer two working weeks unless your letter arrives during a period when the Settlement is closed for normal business – usually only for three weeks in the summer, two weeks over Christmas and a week at Easter (dates are always published on the website).

Appeals

If you are not happy with the response from Sonia Weston, you may appeal to Pam Burn (see details above).  If you are not happy with the decision from Mrs Burn, you may appeal to the Settlement President, Mr John Bird, c/o Letchworth Settlement.   His decision will be final.  Please allow up to 4 weeks for a response to an Appeal.