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Complaints Procedure

Lifeline Community Action aims to provide service of a standard acceptable to all our users. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.

This document explains how our complaints procedure will take up any matters where you think the service you have received from Lifeline Community Action is unsatisfactory.

If you would rather talk to someone about the complaints procedure please follow the instructions below.

This procedure is meant to provide a means to resolve a dispute between Lifeline Community Action and any complainant. As an organisation we would like to hear from you about any of the following:

  •  Dissatisfaction with our service, such as inadequate work, and unacceptable delay or failure to deliver a    service etc.
  •  A dispute between you and a member of staff at Lifeline Community Action regarding policy, procedures or activities.
  •  Discourtesy or unhelpfulness on the part of a Lifeline Community Action agent or member of staff.

What should you do if you wish to make a complaint?

Should you feel you have cause for complaint, we would ask you to register this complaint in one of the following ways:

  •   By completing a complaints form and posting  to The Annex, St Clare's Church, St Cuthbert's Way, Newton Aycliffe, County Durham, DL5 5NT
  •   These forms are available by e-mailing
  •   Register a verbal complaint with any member of staff at Lifeline Community Action.
  •   Register a complaint using our contact us form

Once you have registered your complaint we will deal with it as follows:

Stage One - You will be invited to discuss the complaint with the manager of Lifeline Community Action about whom the complaint is made. This will be done within five working days of the complaint being received.

Stage Two - Should you not be happy with the outcome of Stage one, you will be asked to put your complaint in writing to our trustees. They will investigate the complaint and respond to you in writing within ten working days of the complaint being escalated by you.

Stage Three - Should you not be happy with the Outcome of Stage two, the complaint will be referred to the Management Committee Complaints Panel. They will investigate the complaint and respond to you either in writing or at a meeting within fifteen working days of the complaint being escalated by you. The panel decision will be final.

Customer Care Policy

LCA helps a wide variety of people in the South Durham Area, many of which having suffered hardship or distress by reason of their social and/or economic circumstances.

Our aims when dealing with clients (or any other contacts) are as follows:

  •   To provide a friendly service, showing respect, sensitivity and courtesy
  •   To have knowledgeable staff who are honest, polite, understand your needs and treat you fairly
  •   To deal with your requests and enquiries accurately and efficiently
  •   To respect your confidentiality
  •   To offer an explanation if we can’t answer your request /enquiry
  •   To deal with any problems efficiently and professionally, if they arise
  •   To apologise if we make a mistake and do our best to put things right
  •   To keep appointments on time and respond quickly and in a helpful manner
  •   To treat with respect the people we help and the homes we visit

We want a pleasant and safe environment in which to work and believe that everyone should be treated with dignity and respect. As such any form of verbal, written or physical abuse, or inappropriate behaviour, towards our staff is unacceptable and will result in the withdrawal of LCA’s service.

Additionally, failure to cooperate with any reasonable requests for information or action required to progress your case, may also result in LCA’s service being withdrawn.

We are committed to equality when delivering our services, regardless of a person’s gender/sex, age, disability, sexual orientation, gender reassignment, marital/civil partnership status, race/ethnicity, religion or belief. We will also take reasonable steps, where possible, to help you access our service.