Introduction: At GL Communities, we are committed to providing high-quality services and welcome feedback from everyone who uses our services. Whether you would like to compliment our work, make a comment or suggestion, or raise a complaint, we want to hear from you. Your feedback helps us improve and develop our services.

Tell Us What You Think

We welcome:

Compliments

If you've had a positive experience with GL Communities or would like to recognise a member of staff for excellent service, we'd be delighted to hear from you. All compliments are acknowledged and shared with the relevant staff member.

Comments and Suggestions

If you have ideas about how we can improve our services, facilities or communications, please let us know. We value all feedback and will respond as quickly as possible or agree a timescale for a response.

Complaints

If you are unhappy with a service we have provided, or feel we have not met your expectations, you can submit a formal complaint. We aim to deal with all complaints fairly, confidentially and without discrimination.

What Happens When You Make a Complaint?

1. Submit your complaint in writing using the form below.
2. We will acknowledge receipt within 5 working days.
3. Your complaint will be investigated by the CEO or an appointed manager.
4. We aim to provide a full response within 21 working days.
5. If you remain dissatisfied, you may request a review by the Chair of the Board.
6. The Chair's decision is final.

Our Commitment

When investigating complaints, we will:

• Treat everyone fairly and equally.
• Handle complaints impartially and without prejudice.
• Respect confidentiality wherever possible.
• Consider reasonable adjustments to ensure everyone can access the process.
• Take complaints seriously and use feedback to improve our services.

Contact Us

Telephone

01452 505544

Email

complaints@glcommunities.org.uk
CEO@glcommunities.org.uk

Post

GL Communities
Advice & Resource Centre
Norbury Avenue
Matson
Gloucester
GL4 6AG