Customer Feedback
Your feedback is important:
We want to know what we are doing right and how we can improve.
How to give feedback:
You can give us feedback in the following ways:
• Telling any member of staff
• Using a feedback form (download the feedback form)
• Sending a letter (Pluss Marketing, Clittaford Road, Southway, Plymouth, PL6 6DF)
• Telephoning us (01752 306657)
• Emailing us (pluss@pluss.org.uk)
All feedback received will be directed to the Marketing Department who will aim to reach a satisfactory outcome.
Who can give us feedback?
Anyone who has had experience of Pluss services and/or products.
All feedback will be reviewed regularly to evaluate how well our services are meeting your needs, and what we need to do to ensure we are continually improving.
Compliments:
When we recieve a compliment, your comments will be shared with all the staff and services involved.
We may also use your complimnet to help promte our services by publishing the comments, however this will be done using strict anonymity. Your name and personal details will not be used in any way unless you specifically request that they are.
Your comments may be used in our staff newsletter, literature or on our website. You can ask us not to do this.
Comments:
When we receive a comment or suggestion, Pluss Management will discuss whetehr it is feasible to put your suggestion in to practice.
We will let you know in 20 working days how we will put your suggestion into practice, or explain if we can't.
Complaints:
We will try to deal with complaints at the first point of contact to find a satisfactory solution.
If your complaint cannot be resolved immediately, we will write to you within five working days informing you that your complaint has been logged. Your complaint will be passed to the relevant manager for action and we will try to resolve the issue as quickly as possible.
A manager will write to you, usually within 20 working days explaining what action has or will be taken.
The time limit for complaints is 12 months from when you are first aware of the problem.
If you are not satisfied:
If you are not satisfied with the outcome, you must let us know in writing.
The Marketing Department will log this and contact Senior Management to seek to resolve the matter.