Headway Cardiff & South East Wales believes that all service users have a right to expect that robust policies and procedures are in place for dealing with their concerns or complaints. All concerns and complaints will be dealt with professionally and taken seriously. We look upon them as opportunities to learn, adapt, improve and provide better services.

Headway Cardiff & South East Wales would encourage a complaint to be dealt with informally in the first instance, as discussing the problem with the people themselves or speaking with a senior staff member may resolve the issue.

Depending on who or what the complaint is about would depend on who should receive the complaint.

In order for the complaint to be dealt with effectively, the complaint should be put in writing in the first instance to the Headway Cardiff & South East Wales Chief Executive. If the complaint is about a Headway Cardiff & South East Wales Manager, the letter should be addressed to the Chairman of Trustees (our company address) and marked as ‘CONFIDENTIAL’.

The complaint will be acknowledged in writing within 10 working days. Following this, a more formal investigation into the complaint will take place.

The formal investigation might involve interviewing the staff involved and the complainant (and advocate) if more information is required. Headway Cardiff & South East Wales will endeavor to resolve the complaint within 28 days. (from the date of acknowledgement.)

If the complainant is not satisfied with the outcome of the investigation, he/she may ask for the complaint to be dealt with by Headway UK.