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inspiredvillages.co.uk

Complaints and Feedback Procedure Scope This procedure covers all functions within Inspired Villages. We encourage all feedback from residents and customers, whether positive or negative, and will review it and use it to promote continuous improvement in our services. We define a complaint as ‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Inspired Villages, our own colleagues, or those acting on our behalf. A ‘complaint’ is distinct from a ‘service request’ where you simply ask us to take action to put something right. However, any dissatisfaction with how we handle a service request will then be treated as a complaint. Complaints relating to personal care services should be raised directly with the provider through their own complaints procedure.   How to raise a complaint or give feedback You can offer feedback or raise a complaint in a number of ways. Speak to any member of staff, face to face or by phone. We will note down any complaint raised verbally and ask you to confirm the details before treating it like any other written complaint. Email us at Complaints@inspiredvillages.co.uk. Write to us at Inspired Villages Group Ltd, Unit 3 Edwalton Business Park, Landmere Lane, Edwalton, Nottingham. NG12 4JL. Use the form available under ‘Complaints and Feedback’ on the webpage www.Inspiredvillages.co.uk/contact.   How we investigate complaints Your complaint will be acknowledged within 24 hours. All complaints regarding village services will be investigated by the Village Manager, and complaints about sales or rentals by Sales Management. You will receive our written response within 5 working days. If our response does not meet your expectations, please let us know. We will refer the complaint to the Regional Operations Director or Sales Director as appropriate. They will provide our final decision within a further 15 working days. If at any stage we need more time to investigate a complaint, we will cont

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