top of page

Complaints Policy

​

At East Sussex Hearing, we are committed to providing the highest standard of service to everyone we work with. We value feedback and use it to improve our services. If something goes wrong, or you are dissatisfied with any aspect of our work, we want to hear from you so we can address your concerns promptly and effectively.

​

1. How to Make a Complaint

​

We encourage you to share your concerns as soon as possible. You can make a complaint in the following ways:

  • By Email: Send your complaint to hello@eastsussexhearing.org.uk

  • By Phone: Call us on 01323 722505

  • By Post: Write to us at East Sussex Hearing, Chantry House, 22 Upperton Road, Eastbourne, East Sussex, BN21 1BF.

  • In Person: Speak to a member of our team at any of our events or office. If you require a BSL Interpreter then please let us know so we can arrange that.

​

Please provide as much detail as possible, including:

  • Your name and contact information.

  • A clear description of the issue.

  • Any relevant dates, locations, or names of individuals involved.

  • Any supporting evidence, such as correspondence or receipts.

​

2. What Happens Next?

​

  1. Acknowledgement:

    • We will acknowledge your complaint within 5 working days of receiving it.

  2. Investigation:

    • Your complaint will be investigated by an appropriate member of our team. This may involve gathering further information or speaking to those involved.

  3. Response:

    • We aim to provide a full response within 20 working days. If the matter is complex and requires more time, we will keep you informed of progress.

  4. Resolution:

    • We will explain the outcome of our investigation and any steps we will take to resolve the issue or prevent a recurrence.

​

3. If You Are Not Satisfied

​

If you are unhappy with our response, you can escalate your complaint by writing to our Chair of Trustees at the above address. The Chair will review your complaint and respond within 20 working days.

If you are still not satisfied, you may contact:

​

4. Confidentiality and Data Protection

​

All complaints will be handled with sensitivity and in accordance with our privacy policy. Your information will only be shared with those directly involved in resolving your complaint.

​

5. Continuous Improvement

​

We regularly review complaints to identify trends and areas for improvement. Your feedback helps us enhance the quality of our services.

​

Thank you for helping us improve East Sussex Hearing.

bottom of page