ENCS Comment and Complaints Policy 

ENCS aims to provide high quality services that meet our members’ and stakeholder’s needs.  We believe we achieve this most of the time. We recognise, however, that there are times when our work or services may not meet people’s needs or expectations, and that occasionally things do go wrong (we are all human!). Constructive comments and complaints are an important part of improving service delivery where needed.

When this happens, it is important that we know about it so that we can deal with any problem quickly and effectively. It also helps us to continue to improve the quality of services that we offer.

If you have a complaint or would like to raise any issues informally, please contact us. All complaints are treated confidentially.

Informal complaints

As a first step, please contact 01933 733001 or [email protected] to see if the problem can be resolved.

All team members will do everything they can to put things right.

If you are unhappy about any ENCS service, please speak to the relevant staff member, manager or Operations Manager.

If you are unhappy with an individual in ENCS sometimes it is best to constructively feed this back to them directly.  If you feel this is difficult or inappropriate, then speak to the staff member’s manager or the Operations Manager.

Formal complaints

If you are not happy with the response or you do not feel comfortable approaching a member of staff directly, or you feel that the matter is a more serious issue, you may wish to make a formal complaint either by telephone or in writing.

Your complaint will be acknowledged in writing within 3 days. Where possible, the investigation will be completed within 30 days but you will be kept up to date if this is likely to take longer than anticipated.

If you are unhappy with the response you receive, you have the right to appeal. Details of how to do this will be included in the initial letter we send to you.

To make a complaint, or to get a copy of the full complaint’s procedure, please get in touch:

  • Email: [email protected]
  • Call: 01933 733001
  • Write to: Jo Burns, ENCS, 60 High Street South, Rushden, NN100QX

Alternatively, if you would prefer to use a template to do this, you can use our Complaints Form Template and send it to the above address.

We also welcome all general feedback about the ENCS whether comments or suggestions.

Finally, please also let us know if you are happy with ENCS’s services; positive feedback is incredibly useful to us in order to help guide and influence our work, and to also help us evidence what we do, secure funding and report to funders.