Lasa Complaints Procedure

What to do if you want to make a complaint

Our complaints procedure
Lasa is committed to providing good quality services. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure.

We will deal with your complaint
We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook.

How to complain

Step 1: Contacting us
The first step is to talk to a member of Lasa staff. This can be done quite informally, either directly or by telephone.

Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask for their relevant line manager.

We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you.

Step 2: Taking your complaint further.
We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Chief Executive of Lasa, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to the Chief Executive to deal with.

Once the Chief Executive receives a written complaint, he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response.

Step 3: The next stage
If you are not satisfied with the Chief Executive's investigation you can take your complaint to the Lasa Board. Lasa is a registered charity and as such is managed by a Board of Trustees. All materials relating to your complaint and to the Chief Executive's investigation will be sent to the Chair of the Board (contact details will be provided for you). He/she will let you know within seven working days that they have received your complaint and tell you when to expect a full response from them.

Taking your complaint outside the organisation.
If you are not satisfied with the Board's response, you can always seek advice from outside the organisation. It may be possible to seek help from an advice agency or other organisation. Lasa will provide you with details of any services local to your area if we can.

Managers and Services

The Director of Information and Communication Technology Services Terry Stokes is responsible for Computanews and the Computanews Guides, the AIMS project, the ICT Helpline, the ICT Healthchecks, ICT consultancy, and the Multikulti project.
Telephone: 020 7426 4471.

The Director of Welfare Rights Support Services Shlomo Levi is responsible for Lasa's welfare benefits training courses, the welfare benefits advice line, Review, the rightsnet website, our appeals representation service and specialist support project.
Telephone: 020 7426 4485.

The Director of Finance and Resources Kathleen Walsh is responsible for financial reporting, invoices, payments, and Lasa's administrative service.
Telephone: 020 7426 4472.

Andy Gregg is Lasa's Chief Executive.
Telephone: 020 7426 4486.

Our address is Lasa, Universal House, 88-94 Wentworth Street, London, E1 7SA.

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	What to do if you want to make a complaint Our complaints procedure Lasa is committed to providing good quality services. We recognise however, that we sometimes get things wrong or make mistakes. To deal with this we have a complaints procedure. We will deal with your complaint We do not look on complaints as unwanted. In fact, they may help us to see where our services or procedures might be improved. So do let us know where you feel we have made a mistake or done something which you found unsatisfactory or unacceptable. Even if you do not think your particular concern amounts to a 'complaint' we would still like to know about it. You may help us to deal with something we would otherwise overlook. How to complain Step 1: Contacting us The first step is to talk to a member of Lasa staff. This can be done quite informally, either directly or by telephone. Usually, the best staff member to talk to will be the person who dealt with the matter you are concerned about, as they will be in the best position to help you quickly and to put things right. If they are not available, or you would prefer to approach someone else, then ask for their relevant line manager. We will try to resolve the problem on the spot if we can. If we can't do this, for example, because information we need is not to hand, then we will take a record of your concern and arrange the best way and time for getting back to you. This will normally be within five working days or we will make some other arrangement acceptable to you. Step 2: Taking your complaint further. We hope you will only feel the need to make a formal complaint as a last resort and that you will complain to the person dealing with the matter first to give them a chance to put things right. However, if you are still unhappy, the next step is to put your complaint in writing to the Chief Executive of Lasa, setting out the details, explaining what you think went wrong and what you feel would put things right. If you are not happy about writing a letter, you can always ask a member of staff to take notes of your complaint. You should make sure you agree with what they have recorded and that they provide you with your own copy for reference. This record will be passed promptly to the Chief Executive to deal with. Once the Chief Executive receives a written complaint, he will arrange for it to be fully investigated. Your complaint will be acknowledged in writing within five working days of receiving it and the letter will say when you can expect a full response. This should normally be within three weeks unless the matter is very complicated, such as where other organisations need to be contacted. Where this is the case, we will still let you know what action is being taken and tell you when we expect to provide you with a full response. Step 3: The next stage If you are not satisfied with the Chief Executive's investigation you can take your complaint to the Lasa Board. Lasa is a registered charity and as such is managed by a Board of Trustees. All materials relating to your complaint and to the Chief Executive's investigation will be sent to the Chair of the Board (contact details will be provided for you). He/she will let you know within seven working days that they have received your complaint and tell you when to expect a full response from them. Taking your complaint outside the organisation. If you are not satisfied with the Board's response, you can always seek advice from outside the organisation. It may be possible to seek help from an advice agency or other organisation. Lasa will provide you with details of any services local to your area if we can. Managers and Services The Director of Information and Communication Technology Services Terry Stokes is responsible for Computanews and the Computanews Guides, the AIMS project, the ICT Helpline, the ICT Healthchecks, ICT consultancy, and the Multikulti project. Telephone: 020 7426 4471. The Director of Welfare Rights Support Services Shlomo Levi is responsible for Lasa's welfare benefits training courses, the welfare benefits advice line, Review, the rightsnet website, our appeals representation service and specialist support project. Telephone: 020 7426 4485. The Director of Finance and Resources Kathleen Walsh is responsible for financial reporting, invoices, payments, and Lasa's administrative service. Telephone: 020 7426 4472. Andy Gregg is Lasa's Chief Executive. Telephone: 020 7426 4486. Our address is Lasa, Universal House, 88-94 Wentworth Street, London, E1 7SA.
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