Concerns Compliments Complaints Tell us what you think of your service Easy read summary
Why this is important for you.
Everyone is different. Everyone has a voice.
But sometimes it can be hard to say what you want.
Sometimes, it can be even harder to say what you do not want.
We want you to tell us about this. Then we can change it.
Why this is important for Turning Point. We want to give you good services which meet your needs.
We want you to tell us when we have done something really well.
We want you to tell us when we have done something wrong.
We want you to tell us when we didn't do something we said we would do.
We want you to tell us if our staff treat you badly or without respect.
Complaints. We are not happy
A complaint is when you speak up about something you do not like, or when things go wrong.
You can complain about anything you want to.
This can be about staff doing something you think is wrong.
It can be about something done by someone you live with.
It can be about someone who has broken the rules.
How to tell us. 1. If you want to tell us something about how we are doing, or you have a worry, talk to the team leader or service manager first. 2. If you want to complain, you can talk to staff, use the telephone, use a computer (e-mail), or write a letter (the addresses are at the end of this form). 3. If you are not happy with what we say, a higher manager will look into it.
4. If you are still not happy your complaint will go to some people who will look into it even more (this is called the Complaints Review panel) 5. If you are not happy with this you can talk to somebody who is not from Turning Point, called the National Ombudsman
Getting in touch. Your local contacts are:
or you can contact: The Risk and Assurance Team Turning Point Murray House, China Lane Manchester, M1 2AY Tel: 0161 228 0557
Head Office Turning Point Standon House 21 Mansell Street London, E1 8AA Tel: 020 7481 7600 info@turning-point.co.uk www.turning-point.co.uk