Complaints Procedure
CAN seeks to provide an excellent and professional service to all those who contact us for help. However, CAN recognises that people may wish to register a complaint where they feel they have not received a service which meets their requirements or expectations.
If you wish to make a complaint, this may be done in person, by telephone, by email, via the CAN website, or in writing. A Complaints Form is available for use from CAN offices and website, and assistance can be given to complete the form.
Complaints Process
The Complaints Process has three stages:
Stage 1
It is hoped that CAN will resolve complaints informally in the first instance. A response to your complaint will be made by a Service Manager as quickly as possible, and within 14 working days.
Any Complaint received in writing will be acknowledged in writing within 5 working days.
Stage 2
If the complaint is not resolved at Stage 1, it will be considered by a Senior Manager, and a response will be given within 14 working days
If you aren’t happy with the response, you may appeal against this, by writing to the Senior Manager within 10 days to tell us why.
Stage 3
Your complaint will be passed to a complaints panel, and you may attend the panel meeting. The process will end with a written reply within ten days, informing you of the action taken as a result of your complaint.
If you are still not satisfied with the response to your complaint, you have the right to make your complaint to one of our overall funding bodies. We will advise you how to contact the appropriate department.
CAN’s website address is: www.can.org.uk. Our Complaints Policy governs the complaints process, and is available on request
Important!
Your comments are important to CAN. The information we receive from you will be used to help us to identify gaps and any areas in need of improvement in our services.
You might not want to make a complaint, but you may have
concerns. You may want to tell us how well we’ve helped you.
CAN strives to provide a high standard of good quality services, and welcomes feedback in order to help us to continue to deliver our services in the best possible way, so please let us know what you think. You can do this by speaking to a member of staff or by sending us an email on our website.
COMPLAINTS FORM click on link 
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