Feedback & Complaints
Policy & Procedure
Committed to our Members
Helplines Partnership (HLP) is committed to providing a high quality and responsive service to members and stakeholders. We use the feedback we receive to measure and develop our services. This policy outlines our responsibilities when positive and negative feedback is received which refers to an HLP employee, product, service, event, training or the organisation.
Helplines Partnership (HLP) aims to:
- Promote best practice by encouraging, recording and acting on all feedback received.
- Ensure that people can express their opinion in a manner that meets their needs.
- Acknowledge the importance of feedback and ensure we learn from feedback received.
- Be a responsive and accountable organisation at all times, responding promptly and appropriately to comments.
How to feedback or make a complaint:
If you wish to feedback any comments, you are invited to do so by emailing firstname.lastname@example.org or by calling our main switchboard on 0300 300 7777.
We will acknowledge feedback within seven working days.
Concern or Complaint
If you have a concern or complaint this should be addressed, by email to the Chief Executive.
Concerns or complaints will be acknowledged within two working days. You will be notified of the outcome of the investigation and planned action / resolution within a further seven working days and kept informed of progress at all stages.
We ask for the following information:
- Contact Details
- Outline of Concern or Complaint
- Specific details provided such as date of occurrence, product, service involved etc.
Who to contact?
Membership / Helpline Freephone Range / Member Events Chief Executive
HLP aims to process and resolve feedback promptly, fairly, consistently and effectively as specified in this document. The Marketing & Communications Manager will maintain a central record of all feedback and the action taken.
Feedback, concern or complaint about member helplines
HLP does not regulate the helpline sector and as such does not deal with complaints involving members.
It is a condition of membership that helplines must have in place a complaint or feedback policy.
Any service users wishing to feedback or complain about a service received from a member helpline should contact the relevant helpline direct.
Read what our members have to say about us.
Volunteer Management Course Feedback
’It was a great introduction to the basics of volunteer management, hence meeting my expectations of level of quality at Helplines Partnership.’’- Switchboard LGBT and Helpline
‘’Very good - exceeded expectation’’ - Family Carers Ireland
‘’Amazing training - covered all the role difficulties and promoted reflection and action taking’’ - National Stalking Helpline / Suzy Lamplugh Trust