Live & Local will take complaints seriously, treat complainants with respect and expects equal consideration to be shown to our all staff who deal with complaints. The aim is to resolve every complaint to the satisfaction of all concerned and to improve our services. In furtherance of this aim we will:
We want our responses to be quick, fair, courteous and helpful. If the complainant wants a response, we aim to deal with their concerns in full in an initial response within three days. However, if this isn't possible, we will still contact them within three days to update them on progress and send a second more comprehensive reply as quickly as possible. If the complaint is taken further we have a more formal three stage process.
If the complaint goes through all three stages and is still not resolved, we will refer the issue to our Board and thereafter to the relevant funding body.