If you are not a Framework resident but access our non-housing services (for example Nottingham Recovery Network or Wellness in Mind), you can raise a complaint in any of the following ways:
• Complete our General Complaints Form (see below)
• Email complaints@frameworkha.org
• Speak to any member of Framework staff or contact our Head Office on 0115 8417711.
There are two stages to our Complaints Policy:
- Stage 1 is a thorough investigation by the Customer Satisfaction Manager. Your complaint will be acknowledged within 5 working days and responded to in full within a further 10 working days.
- Stage 2 is a review by a Senior Manager of the stage 1 decision upon request. Your request will be acknowledged within 5 working day and responded to in full within a further 20 working days.
If more time is needed to resolve the issue at either stage, the deadline can be extended by a further 10 working days.
If you are a Framework resident and want to make a complaint, please click here.
