Your View
Complaints, Compliments, Comments and Suggestions
Why what you think about Multistory is important to us.
At Multistory we are commited to providing the best services we can to everybody we work with and come into contact with but, from time to time, things do go wrong. When this happens we want to hear from you so that we can sort it out.
We want to hear from you as it helps us to improve what we do …
• Have we fallen short of what you expect?
• Would you like to compliment us on a job well done?
• Do you have any suggestions on how we might improve what we do?
• Or do you just want to comment generally on your experience of working with us?
Complaints – unfortunately things do sometimes go wrong. So if you’re not happy with one of our services or the way we have dealt with you, we want to know. This gives us the opportunity to put things right and, where necessary, change the way we work to improve what we do. We always try and resolve complaints on the spot, but where that’s not possible they will be investigated and then we’ll tell you what we plan to do about it.
Compliments – it’s always nice to get a pat on the back, and by telling us when we do a good job we can ensure that the staff responsible are properly thanked. It also helps us to identify areas of best practice that other teams within the council can use to help them deliver their services. All compliments are acknowledged and we’ll let you know if we’ve been able to use your compliment to improve service delivery.
Comments – it’s good to get feedback from the people we work with so do let us have any views / thoughts you have on your experience of working with us, whether that’s on a project as a participant, or if you’re an organisation that we carry out work for, or work in partnership with.
Suggestions – if you’ve got an idea for improving what we do or how we might do things differently, we’d like to hear from you. Just tell us and we’ll look into your suggestion, see how it might work and then let you know what we’re planning to do.
What is the complaints procedure?
We have a simple procedure for dealing with complaints.
Stage 1
• tell us about your complaint in a letter.
• ‘phone us with your complaint.
• email your complaint to us.
Using the contact information provided below.
We will try to sort out your complaint quickly and informally. We will acknowledge receipt of your complaint within 3 working days. We will give you the name and phone number of the staff member dealing with your complaint. Your complaint will be fully investigated and you will receive a written reply within 15 working days. If we cannot deal with all the matters raised we may need longer to investigate. If we do, we will explain the reasons for any delay and tell you what will happen next.
What if I am not happy with the way my complaint is dealt with?
Stage 2
If you remain dissatisfied with the response to your complaint you have the right to appeal. You will be asked to say why you remain unhappy and what you feel should happen to put your complaint right. We will ask an Independent Investigator to review your complaint, interview you and make recommendations where necessary to our Management Team and / or our Board of Trustees as appropriate. The Chair of the Board of Trustees will then write to you to advise what actions have been/ will be taken.
How do I make a complaint / give feedback?
You can make a complaint or give compliments, comments or suggestions by contacting:
Caron Wright
Operations & Administration Manager
Multistory
1 Overend Street
West Bromwich
B70 6EY
Tel: 0121 525 6861
email: caronwright@multistory.org.uk
We guarantee to…
…take all complaints seriously. We’re sorry if you’re not happy with us, and we want to put things right if we possibly can. We know that complaints give us valuable feedback and help us to improve - we want to
listen and learn…
…we would like to have the opportunity to put things right and take on board your views.
