Complaints

At Project 6 we aim aim to provide a quality service to everyone who uses our service. If you have a concern about any aspect of our service we would be grateful if you could bring this to our attention so that we may investigate and hopefully improve the service we offer and rectify any mistakes.

Project 6 has a complaints procedure designed to deal with your complaint quickly and efficiently.  We would hope to be able to deal with most queries at the time they arise and with the person concerned.

We will sometimes have to investigate any complaint and will try to deal with your complaint within stated guidelines.

What to do if you wish to make a complaint

 There are a number of options open to you depending on the nature of those concerns.

  • If possible, you should speak directly to your worker or any other member of staff to let them know your concerns and what you would like to see changed.
  • If you are worried about talking to a worker, or have already spoken to them and you are still unhappy with the situation, you should talk to a manager.
  • If you feel that the situation remains unresolved then we invite you to a formal meeting to discuss your concerns. You are entitled to bring someone with you to that meeting and we will give you a written record of what is discussed and decided.
  • Should you still be dissatisfied, we will arrange a meeting with members of the Project 6 Board and if necessary external arbitration. 
  • If you would prefer to complain in writing or by telephone please contact:  Lynn Lawson, Director of Development and Communication. 11-17 Temple Street, Keighley BD21 2AD. Tel: 01535 610180. You will receive a copy of our Complaints Policy within one week of us receiving the complaint.

Our commitment to you

  • Project 6 takes all complaints very seriously
  • We will deal with them effectively and efficiently
  • We will keep you informed about what is happening to your complaint
  • We will take action where we think it is necessary

Please note that this practice adheres strictly to the rules of confidentiality and we cannot provide confidential information if you are making a complaint on behalf of someone else.  We would need written permission from the person concerned.

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Airedale Voluntary Drug and Alcohol Agency trading as Project 6 is a registered charity number 1173006 and a company limited by guarantee and registered in England and Wales number 3430925