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FRAME's Complaints Procedure

FRAME aims to provide high quality services which meet the needs of our community. We believe we achieve this most of the time however, if we are not getting it right please let us know. In order to ensure our services remain at a high and improving standard, we have set out this procedure through which you can let us know if for any reason you are not satisfied with your dealings with FRAME.

If you are not happy with FRAME please tell us.

If you are unhappy about your experience with FRAME, please speak to the relevant staff member, manager, or the CEO.

If you are unhappy with a staff member’s conduct sometimes it is best to tell them directly. If you feel this is difficult or inappropriate then please speak to the staff member’s manager or CEO.

We aim to resolve issues quickly and often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the CEO. If your complaint is about the CEO, please write to the Chair of the Board of Trustees. You can get in touch via email or letter, details on where to send your complaint to are as follows:

Celean Camp
CEO of FRAME
FRAME
Cawley House
149-155 Canal Street
Nottingham
NG1 7HR UK
celean@frame.org.uk

 

Anna Cadogan
Chair of the Trustees of FRAME
FRAME
Cawley House
149-155 Canal Street
Nottingham
NG1 7HR UK
anna@frame.org.uk

All written complaints will be logged and you will receive a written acknowledgement within five working days.

The aim is to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If after we have responded you are not satisfied, please write to the Chair who will report the matter at the next meeting of the Trustees, at which they will decide on any further steps to resolve the situation.

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