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Complaints Procedure
We are committed to deal with complaints and comments properly, quickly and politely. We also aim to be an open and honest organisation.
This complaints procedure explains what you should do if you are not satisfied with the standard of service we have given you.
Our aim
We want to know what our customers and people with an interest in our business think about our performance and the standard of service we provide. This feedback can help us to improve the quality of our service.
We realise that sometimes things go wrong and we might not be able to meet the high standards of service we have set for ourselves. If this happens, please tell us so we can put things right and learn from what has gone wrong.
If we don’t provide the quality of service you expect from us, we will do the following:-
- Ensure that making a complaint is as easy as possible
- Treat the matter seriously from the start
- Deal with your complaint quickly and politely and informally if we can
- Apologise in our response, if we accept that we have not met the high standards of service we wanted to provide
- Explain why things went wrong and how we plan to make sure this does not happen again
Our Complaints Procedure
Stage one: making an informal complaint
If you are not happy with our service, please talk to the person you have been dealing with or phone us on 01904 707961. Our aim is to deal with any problems and difficulties quickly and fairly. We will respond to your complaints within five working days, usually by phone. Our staff will do all they can to resolve the difficulty and if you are not satisfied and would like to speak to a Manager, then please ask to do so. If a member of staff fails to satisfy your concerns, you can take your complaint to stage two.
Stage two: making a formal complaint
If you are not satisfied with the informal response to your complaint, please outline your complaint in writing to:-
Chief Executive’s Office
Welcome to Yorkshire
312 Tadcaster Road
York
YO24 1GS
The Chief Executive’s Office will acknowledge your correspondence within five working days. The Chief Executive will investigate your complaint and reply to you within ten working days. If it is not possible to give you a full response within this time, we will write to you to explain why there will be a delay, what we are doing to investigate the complaint and when you can expect a full reply.
If you are not satisfied with the Chief Executive’s decision, you can take
your complaint to stage three.
Stage three: The Chair of Welcome to Yorkshire
After receiving a response from the Chief Executive’s Office you are still unhappy you can contact The Chair in writing at the address below:-
The Chair
Welcome to Yorkshire
312 Tadcaster Road
York
YO24 1GS
The Chair will investigate your complaint and send you a letter telling you what they have decided within ten working days.