Inclusion Barnet seeks your feedback to identify strengths and weaknesses in our services. We welcome all comments and view complaints positively.
We believe that all of our peers with experience of disability, members and service users should:
- have access to the best possible service that is responsive and appropriate to their needs
- be treated with respect and understanding as equal peers
- be empowered to make real choices regarding their lives and the services they receive
- have access to clear and relevant information on Inclusion Barnet and the services we provide
- have the opportunity to be involved in the growth and improvement of Inclusion Barnet and it’s services
Comments and compliments
We aim to work in a way which takes account of your comments and compliments. These can affect the decisions we make about the services we provide. It helps to promote good practice and where you tell us good practice is occurring, we can use the information to improve in other areas.
Compliments regarding individual staff members or volunteers will be recorded on file. It is helpful to let them know when they have done a good job, as feedback from service users is the most important feedback of all.
How to make a complaint
If you wish to complain about a specific service then, in the first instance, you should direct your complaint to the relevant person for that service. Whoever you talk to will attempt to resolve the matter to your satisfaction, but if they cannot do so themselves then the matter will progress to the CEO and the Board of Directors if necessary.
You can raise your concerns about Barnet Giving with Emma Hatfield at firstname.lastname@example.org or 020 3475 1310.
You can raise your concerns about Barnet Voice with Rebecca Cumming-Sare at email@example.com or 020 3475 1304.
Easy Read Writing Service
You can raise your concerns about Easy Read Writing Service with Michelle Burke at firstname.lastname@example.org or 020 3475 1303.
You can raise your concerns about Into Sport with Emma Hatfield at email@example.com or 020 3475 1310.
You can raise your concerns about People’s Choice with Mahmuda Murshed at firstname.lastname@example.org or 020 3475 1305.
You can raise your concerns about Research with Caroline Collier at email@example.com or 020 3475 1314.
You can raise your concerns about the Wellbeing Hub with John Truong at firstname.lastname@example.org or 03333 449 088.
If you feel you are not able to approach any of the above, or you wish to raise a more general concern with Inclusion Barnet then you can direct your concerns and complaints to Caroline Collier, CEO, by emailing email@example.com.
How we handle complaints
We aim to acknowledge your complaint within 3 days of receiving it. Whoever receives it shall do their best to resolve the matter themselves. Details of the issue will be forwarded to their manager and the CEO, who will take any necessary action to ensure that it doesn’t happen again. You shall be given an opportunity to respond to this resolution, and state whether you find it satisfactory.
If you do not find this resolution satisfactory, then you can write to Caroline Collier, CEO by emailing firstname.lastname@example.org who will begin an investigation into the issue. They will seek to determine the facts of the case and speak to as many parties involves as possible. A response will be made in writing and, if necessary, the matter may further be reviewed by the Board of Directors.