Tel: 0121 456 7820
Fax: 0121 454 9240
Head Office postal address
Gateway Family Services CIC
75 Harborne Road
(Please note we have moved from the 5th to the 6th floor, as of September 2019.)
Monday-Thursday: 09.00 – 17.00
Friday: 09.00 – 16.30
Saturday and Sunday: Closed
Feedback: comments and complaints
At Gateway Family Services we aim to provide consistently high quality services, and to maintain strong working practices. That means we’re constantly reviewing and reassessing our processes and ways of working. To do this, we’re keen to take into account the views and opinions of the people we work with, including the people we support and related partner organisations. Whether things are going well or not, we’d like to hear from you.
If you would like to give us informal feedback on any aspect of our service, including compliments and suggestions of improvement, you can do this by calling, emailing or writing to us using the contact details on this page, or you can use this feedback form. If you are pleased with the service you have received or want to thank a member of staff, we’d be especially happy to hear how Gateway has helped you.
Informal comments may be shared internally and used to inform or improve our services, but please note that they will not be formalised in the way a formal complaint would. We may not contact you again to let you know how the information was used, so if you want to be kept informed, please ask. If you have given us some useful feedback, we may use it anonymously in our public communications, including our blog or social media. Your name will not be used but, even so, please tell us if you would prefer us not to.
If something has gone wrong, or you want to let us know about something that concerns you at Gateway, please contact us as soon as possible.
In the first instance, please speak to the person you have been dealing with (eg your Adviser), or ask to speak to their Manager or Co-ordinator. We find that most problems can be sorted out more easily and improvements made very quickly this way. However, if you feel that this isn’t possible, please consider making a formal complaint. A formal complaint should ideally be made in writing to our Head Office at the address above and, for the avoidance of doubt, be clearly marked as “a complaint”.
Our full Complaints Policy can be downloaded here (PDF), but to summarise:
- All complaints will be acknowledged within 48 hours of receipt
- All complaints will be allocated a formal complaint number
- If the complaint relates to an individual, it will be allocated to their manager (up to Board level)
- Feedback will be provided to the complainant within 20 working days of submission