Client Feedback Procedure

The central procedure for handling client feedback is described in the following diagram. It has been designed to give prompt responses and effective outcomes. Client feedback is regularly considered at Management Group meetings, and is used to inform service planning.

The IAG Director is responsible for ensuring that customer feedback is encouraged, dealt with promptly  and reported regularly to the Management Group. IAG staff are responsible for the implementation of the first stage of the feedback procedure. The Contract and Quality Assurance Manager is responsible for pursuing unresolved issues and commissioning market research surveys of client views.