Listening to your voice: A customer guide to the NEA complaints procedure
Our commitment to you
NEA is committed to providing high quality services. Our customers are our members, those who purchase training or consultancy services from us, voluntary organisations and those agencies and individuals who are stakeholders in the voluntary sector.
We are committed to providing our customers with a quality service and to continuously improving those services but we realise that there are times when we don't always succeed.
If you are unhappy about the services that we provide to you we want to hear about it, without your feedback we cannot improve.
How the system works
At NEA we have a dedicated complaints co-ordinator who is responsible for making sure that all complaints are logged and actioned, and who will monitor complaints to make sure that they are being dealt with.
How to make a complaint
Whether happy or unhappy about a service that you receive it is usually best to let the person who is providing the service know, either by using the form provided at events, training or examinations, telephone, letter or in person. If you don't know who to contact you can write directly to:
The Complaints Co-ordinator
NEA
West 1
Forth Banks
Newcastle upon Tyne NE1 3PA
The complaints co-ordinator will log your feedback and make sure that it is assigned to the appropriate department. If your comment is a complaint, you will be sent a letter or email from the named person confirming that the complaint has been received and telling you about the proposed action. If you are not satisfied with the proposed action let the person who sent you the letter know and someone else will be assigned to deal with it. If you remain dissatisfied, it will be dealt with by the Director responsible for staff in the department concerned.
If you are not satisfied with the outcome
If you are not satisfied with the outcome let the complaints co-ordinator know. The complaint will be progressed so that somebody else can investigate it for you.
Acting on results
We welcome all feedback and review our services and procedures routinely to ensure we continue to be the leading fuel poverty charity
Your voice
We hope you agree that NEA provides good quality services and that you - our customers and supporters - continue to help us to maintain our position and reputation.