How to make a complaint

As a learning organisation, we are happy to hear your comments, suggestions and complaints because it means that we can continually improve.

Whatever you want to tell us, we are happy to listen. Your comment or complaint will be taken seriously and we will treat you fairly, honestly and to the best of our abilities. Many problems can be sorted out by talking to us. Most differences or misunderstandings can be sorted out simply and quickly. But if you don’t tell us about a problem, we may not know how to help you. Here is what you can do to make us aware of an issue.

When you make a complaint about Total Voice

If you want to make a complaint about Total Voice, our aims are to:

a) clearly understand your concerns and the issues you are raising

b) clearly understand what you want to happen as a result of your complaint

c) address your concerns by understanding the facts of the situation and identify a resolution as quickly as possible and as close to the root of the problem as possible

d) resolve issues informally wherever you wish us to and wherever appropriate so that you do not have to go through a formal process.

How to make a complaint

1. Talk to a member of staff from Total Voice about what you are unhappy about.

If you do not feel comfortable talking to a member of your local service, you can email our complaints team on tvcp@voiceability.org. The team will look at your complaint and will make sure that it is dealt with appropriately.

Someone will be in touch with you to talk through the issue you have and will thoroughly investigate your complaint.

 

2. If, after your complaint has been investigated, you are still unhappy about things, you have the right to appeal the decision.

An Appeals Officer will be assigned to your case and they will conduct a second investigation. They will communicate with you their findings, decision and recommendations.

 

3. The Appeals Officer’s decision is final other than in exceptional cases detailed below:

On receipt of a submission from you to the Chief Executive Officer, the Chief Executive Officer may at his/her absolute discretion chose to refer you to either an independent third party for review or to the Chair of the Board to appoint a member of the Board of Trustees to investigate.

In deciding whether to refer your complaint for independent review, the Chief Executive Officer must take account of the potential merits and impact of the complaint.

In certain circumstances you may be able to complain about one of Total Voice’s partner organisations to the Charity Commission. More information about the matters which the Charity Commission will consider is provided on their website.

In many circumstances, including where the Total Voice service complained about is commissioned by a Local Authority or NHS organisation, you can also complain to the Commissioner of that service.

How do you contact us?

You can contact us in lots of different ways. You can:

  • Talk to us in person
  • Phone us or write to us
  • Email our complaints team – tvcp@voiceability.org 
  • You can also fill in the form below and hand it into one of our staff, or post it to your local office.

Compliment, Comments and Complaints Form

If you need support to make your complaint, or to fill in the form, someone in your local office can identify an independent person to complete it with you.