complaints guide
Whilst our aim is to 'get it right' first time every time we provide a service, we also know that there may be times when our service users or anyone else who has contact with LASS may feel that we have not done so. This is why your feedback is so important to us.
Whilst it is great to receive feedback which shows us what is working well, we also need to know if things are going wrong and, if so where, so that we can make improvements.
We also want to hear from you with any suggestions you may have, as your views are very important to us when it comes to planning our services.
If you are worried about anything, you can always speak to a volunteer, a member of the Direct Services team or any other employee who may be dealing with you. Very often, they will be able to sort out the problem or bring in someone else who may be able to help.
You can also make a complaint using our complaints procedure. If you do want to complain, we will do everything we can to sort out your complaint and respond positively to your comments.
how to complain
If you are a service user and wish to make a complaint, please contact the Direct Services Manager.
If you are not a service user – e.g. a volunteer, an external organisation or anyone else, who may have contact with LASS – and wish to make a complaint, please contact the Director of LASS.
We would like you to put your complaint in writing. This is so that we do not overlook or misunderstand anything. If this may be difficult for you, you can contact the Leicester Mediation Service on 0116 253 2900, who will help you.
where to send your complaint
LASS
The Michael Wood Centre
53 Regent Road
Leicester
LE1 6YF
dealing with your complaint
We will deal with your complaint in the way shown in our complaints procedure. You will find a copy of the procedure here on our website or you can ask us for a copy.
your feedback
We would like to hear from you with any thoughts you may have about our complaints procedure or using it. Please let us know what works or would work well for you and what you would like to see changed, as it is important to us that the procedure is clear and easy to use.
If you have any questions or comments on this procedure, please contact the Direct Services Manager, the Director of LASS or the Chair of the Management Committee.
You may also find it useful to have the following names:
- Linda Grant, Director
- Marion Lewin, Direct Services Manager
- Wendy Brand, Chair of the LASS Management Committee
Leicestershire AIDS Support Services
The Michael Wood Centre
53 Regent Road
Leicester LE1 6YF
Tel: 0116 255 9995
Fax: 0116 255 9979
Minicom: 0116 255 9000