Matthew’s Hub is committed to providing a high quality, honest and accessible service to our members and everyone we deal with. To do this we need to know when we get things wrong. We listen to complaints, treat them seriously, and learn from them so that we can improve the services we provide.
A complaint can be generally defined as an expression of dissatisfaction, whether justified or not. The expression of dissatisfaction, however made, may be about actions taken or a lack of action.
If you wish to make a complaint you can do so by phone call (01482 221028), email (firstname.lastname@example.org or email@example.com), or letter (address: Matthew’s Hub, 2nd Floor Regent House, 183 Ferensway, Hull, HU1 3UA).
Matthew’s Hub has a two-stage complaints procedure, as shown above. At each stage it will help us to resolve your complaint quickly if you can give us as much detail and clarity as possible.
This is the first opportunity for us to resolve your complaint. We expect most complaints to be resolved at this stage. At this stage your complaint will be handled by our Service Manager and/or Chief Executive.
If you are dissatisfied with the response at step 1, you may request a review. This will be carried out by Matthew’s Hub trustees.
Support needs to be made available for both complainants and those complained about. Making a complaint can be stressful, tiring and time-consuming; equally, being the focus of a complaint can be stressful, upsetting and anxiety-provoking.
Matthew’s Hub takes both comments about our service (compliments and complaints) very seriously, and will always support staff and members involved.
Matthew’s Hub will make support available to complainants on request.
Matthew’s Hub will record the number complaints received, what the complaints are about and the outcome. Matthew’s Hub can then use this information to reflect on and improve the service it provides.
Complainants can provide feedback about their experience and the outcome of the complaint.
The Matthew’s Hub Complaints Policy and Procedure will be reviewed regularly to ensure best practice in complaints management.
Last reviewed: 28/02/2019