Shropshire SENDIASS Complaints Procedure How to Raise a Complaint: If you have concerns regarding the Shropshire SENDIASS service or any individual staff member (including volunteers), please contact the SENDIASS manager as soon as possible. The manager will be able to discuss your concerns and provide information on actions taken and the progress of any previously agreed goals. You are welcome to renegotiate your goals or halt any further action at any time. Investigation and Response: •The SENDIASS manager will fully investigate any complaints you raise and discuss the findings with you. You can request to receive the findings either in writing or via a face-to-face meeting. •If you are not satisfied with the outcome or the way the complaint was handled, you may choose to proceed with the LA complaints procedure. What We Will Do if Things Go Wrong: •Acknowledge your complaint within 5 working days of receipt. •Investigate the complaint thoroughly and provide a comprehensive response. •Make changes to services and procedures if necessary to rectify any issues identified. Commitment to Improvement: •We will work to put things right and make sure that the same issues do not occur for you or other service users in the future. ________________________________________ How to Contact Us: By Phone: •Leave a message to arrange to speak directly with the person you’ve been dealing with. Don't forget to include your daytime contact number. Provide detailed information about your complaint, including dates, times, places, etc. By Email: •Send your complaint to iass@cabshropshire.org.uk.