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Customer Care

Compliments and Complaints

Clear Links aims to deliver and maintain high standards of service to all our users. We will be happy to receive any suggestions you may wish to pass onto us regarding the development of our services. Occasionally things may not go according to plan or you may have particular concerns. If this happens then we do need to know in order to assist in resolving your concerns fairly and sensitively and to enable us to learn from them.

We will deal with your Compliment or Complaint in accordance with our policy, copies of which are available on request. The purpose of the Compliments and Complaints policy is to ensure that compliments and complaints are properly administered, recorded and acknowledged.

Compliments

Positive feedback is both welcome and useful and can be given informally either directly to the member of staff or to their manager, who will inform the relevant member of staff.

Formal compliments can be made in writing to:
Clear Links Support Ltd
15 Napier Street
Sheffield
S11 8HA

Or by email on info@clear-links.co.uk

Complaints

We view a complaint as any clear expression of dissatisfaction with our service which calls for a response.
We aim to make sure that making a complaint is as easy as possible.

Complaint Procedure

Step One: Informal Complaint

  • Contact Clear Links who will do their best to help resolve your concerns immediately
  • If the complaint cannot be resolved ‘on the spot’ you will be informed that investigation is required and that you will receive a reply within a maximum of 14 days

Step Two: Formal Complaint

You can make a complaint in writing, by email, by telephone, text, by fax or in person to: Susan Hartley – External Relations

  • The receipt of a formal complaint will be acknowledged within two working days
  • You will receive a full reply confirming the decision of Clear Links within 21 days

Step Three: Review

  • If you are not satisfied with the reply from Clear Links you can contact Susan Hartley within 21 days from receipt of this decision and request for your complaint to be reviewed by the Managing Director
  • A final report of the review findings will be supplied to you within 28 days


Clear Links Support Ltd

15 Napier Street
Sheffield
S11 8HA
By email: info@clear-links.co.uk
By fax: 0845 833 9979
By phone: 0114 278 6866
By text/mobile: 07702 598 408


15 Napier Street, Sheffield, S11 8HA
0114 278 68 66