Feedback and complaints

If you have any comments or complaints about any aspect of our activity please let us know via one of the following:

  • Complaints and Feedback Form
  •  Telephoning our main office on 0151 644 4800
  •  Emailing us at feedback@portsunlightvillage.com
  •  Writing to us at: Port Sunlight Village Trust, 23 King George’s Drive, Port Sunlight, Wirral, CH62 5DX
  •  Visiting the Trust office and speaking directly with a member of our team.

Complaints
Port Sunlight Village Trust is committed to providing high quality, accessible and responsive services that consistently meet or exceed our customers’ expectations. We realise that on some occasions we do not always get things right and when this happens we need to know. Also, it is great for us to hear when we do get things right. The Trust views any form of feedback, eg compliments or suggestions (including complaints) as an opportunity to learn and improve our services, as well as an opportunity to put things right for the complainant when something has gone wrong.

Definitions
Complaint: any expression of dissatisfaction, either informally or formally, about any aspect of the Trust that requires a formal response.

Concern: a problem raised that can be resolved/responded to straight away.

Feedback: any type of information received, eg a positive comment, compliment, suggestion or a ‘thank you’ that the Trust can use to show that we are providing a valued and much needed service, or to assist us to improve our services.

Statement of intent: with strategic direction from the Board and the Leadership Team, the Trust will provide a positive approach to complaints and all forms of feedback. The information collated will be used to deliver a first class customer service as well as to provide a complaints service and opportunities for our customers to provide feedback that are accessible and easy to understand.

Confidentiality: this will be maintained as far as is possible. There are obviously situations where the identity of a complainant has to be disclosed. Trustees and the Chief Executive will, at all times, exercise the utmost discretion in dealing with complaints or concerns raised.

Making a complaint
There is no time limit on making a complaint, but it is best to do it as quickly as possible after the incident/s occurred. If more than six months have passed between the incident (or latest incident) and the date when the complaint is made, we may not be in a position to investigate. If a complaint is made more than six months since the incident, the reasons for the delay in the complaint must be explained. However, explaining your reasons does not guarantee that the complaint can be investigated.

The Procedure
We need to understand a person’s complaint straight away. For us to do this, we need to ensure we have the following information:

  • The complainant’s contact details, including telephone number
  • The nature of the complaint
  • Any names or dates that they have noted in relation to the incident
  • What they would like us to do to put things right

If, at this point, we are able to resolve the issue straight away then this will be logged as a concern. However, if the issue is unable to be resolved informally, Stage 1 of the formal complaints procedure will be followed. All formal complaints must be received in writing via letter, fax, email or our Complaints and Feedback Form.

NB: All formal complaints should be resolved within 28 days of the date at which the complaint was received by the Trust.

Our full Complaints & Feedback Policy & Procedure are available to read.