Overview. 

At Sign Access we are committed to providing an efficient service for the people we support, and in order to achieve this, we keep up to date with relevant technologies and employ well trained, dedicated staff. 

Unfortunately, however, there may be occasions where we will fall below our own high standards and we recognise the concern this can cause and so, we have implemented a procedure designed to minimise any inconvenience for the people we support. 

It is the policy of Sign Access that all complaints are taken seriously and are dealt with in a standardised way, so that the person we support receives a first acknowledgement from the recipient of the complaint within two working days. A proposed resolution to the complaint should be issued to the person we support within ten working days. If for any reason there is an unavoidable delay in issuing a response to the complaint, then the person we support must be informed and a new deadline issued/agreed. 

How to make a Complaint. 

At Sign Access all complaints will be dealt with by a designated person so that the person we support raising the complaint has a definite point of contact, this means that the person we support can contact this designated person if they have any questions or queries or if they wish to enquire about the progress of the complaint.   If you wish to make a complaint you can do this by contacting: Michael Stead at: 

email: [email protected] 

Post: OneCoWork,  33-34 Winckley Square, Preston. PR1 3JJ.

You can also make a complaint via video. If you feel this is the best way for you please let us know and we can arrange it. 

What Happens Next? 

Once your complaint has been received, we aim to acknowledge your complaint within two working days and we aim to deal with it within 10 working days.  Should this take longer due to investigation etc… we will endeavour to let you know.   Should any person we support be dissatisfied with the handling of a complaint at any time, they should inform The Fundraising Regulator who can determine the most appropriate person to respond. Their address is: The Fundraising Regulator, 50 Featherstone Street, London. EC1Y 8RT. 

*Should you have any comments or feedback we would welcome them. Please send these to: [email protected]