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Compliments, Suggestions and Complaints Policy


Bradbury Fields is keen to receive feedback from any individual or organisation regarding the services that they have received from us.  This includes compliments, suggestions and complaints, for ways in which we may enhance and improve our service provision.

This policy covers all service users, their representatives, relatives, contractors, visitors and any individual or agency that feels they may have a compliment, suggestion or complaint regarding the services or activities of Bradbury Fields.


It is the aim of the Charity to provide the highest standard of service, and we encourage service users, their representatives, relatives, contractors, visitors and any individual or agency to tell us when we get things right or to make suggestions for improvement.  We also  recognise that we do not always get it right.  We therefore encourage service users, their representatives, relatives, contractor, visitor and any other individuals or agencies to tell us if we get it wrong so that we can put matters right or make improvements for future service delivery.

We want to

  • Make it easy for you give us feedback
  • Ensure you that the feedback is listened to
  • Make sure any complaints are handled in a satisfactory manner.

How to make compliments, suggestions or complaints

If you would like to make a compliment or suggestion about our services or you are not satisfied with any aspect of our service, initially bring this to the attention of the worker you are already dealing with. In the case of a complaint, if this fails to resolve it, you can direct your complaint to that worker’s Line Manager.  If this does not provide a satisfactory resolution, the complaint will be transferred to the Chief Executive who will either attempt to resolve the complaint personally and / or appoint someone else to do so (from Bradbury Fields Board of Trustees).

If the complaint relates to the Chief Executive, then this will be investigated by a member of Bradbury Fields Board of Trustees.

Complaints can be made in the following ways:

  • In writing – marking the letter ‘private and confidential’ and addressing it to the Line Manager/ Chief Executive, Bradbury Fields, The Bradbury Centre, Youens Way, Liverpool L14 2EP or
  • By telephoning the Line Manager/Chief Executive on 0151 221 0888 or
  • In any other format, accessible to you.

How long will it take?

Our aim is to resolve your complaint straight away. However, if we have been unable to resolve your complaint within 3 working days we will write * to you to:

  • Explain why the complaint has not been resolved;
  • Inform you of who is dealing with the complaint;
  • Explain the time scale expected for resolving the complaint.

Over two weeks

In the majority of cases, complaints will be resolved within two weeks.  If the matter has not been resolved within two weeks, we will contact you (normally by telephone) to give an update on progress and tell you how much longer we anticipate it to take.

After two weeks

We will keep you informed on a regular basis of the progress until your complaint has been resolved.  In exceptional circumstances, where your complaint is particularly complex, matters may take longer to resolve.

After eight weeks

In the unlikely event we cannot reach agreement with you by the end of eight weeks we will send you a letter * explaining our final position or giving reasons for the delay in resolving your complaint and an indication of when we expect to reach a conclusion.

Complaints to Us about Our Outside Contractors

Any outside contractors that Bradbury Fields are working with will be informed by telephone of the complaint.  They will be informed in writing of the complaint and the manager dealing with it, within one working week and will be kept informed, in writing, of all outcomes of the complaint.


Queries relating to any aspect of this policy should be directed in the first instance to the Chief Executive.


Bradbury Fields will attempt to resolve all concerns relating to its activities.  However, there are certain types of complaints that we cannot deal with, including the following:

A mistake that has not caused financial loss, material inconvenience or material distress;

Matters that have been (or are being) dealt with by a court or tribunal;

A complaint against Bradbury Fields arising from the execution or any of our obligations under law or binding agreement.

* and contact you in any other format which you choose and / or is accessible to you

Monitoring / Review

Overall responsibility for the implementation, monitoring and review of the policy lies with the Board of Trustees/Directors and on a day to day basis with the Chief Executive.

The Trustees will review the Compliments, Suggestions and Complaints Policy every three years.