If you feel you have made every effort to resolve your concern and you are still not satisfied, we welcome you to make a complaint.

Please contact:
Tel: 01983 217791
Email: hello@isorropia.uk

Any member of Isorropia Foundation can complain. You can complain for yourself or for a friend or relative, but you must have their consent. If the friend/relative is deceased or very ill then you may need consent from their next of kin.

It is always best to make your complaint as soon as possible and not more than 12 months after the date on which the incident occurred or 12 months after the date when you became aware of the concern.

You should write a letter of complaint and give as much information as possible about what, where, and when it happened. Don’t forget to include your full name, address, telephone number and date of birth and include these details, if relevant, for any other person if you are raising a concern on their behalf.

Wherever possible you should give the name and job title of any team member involved in the complaint if you know this information. Don’t worry if you don’t have this information. If you cannot make your complaint in writing, please contact Isorropia Foundation Senior Management Team and they will take the details from you either in person or via the telephone.

We will contact you within three working days of receiving your complaint to agree how we will manage it with you, and a timescale in which we will respond. Simple complaints will probably be resolved quickly, but more complex complaints may take a number of weeks to resolve. If there is going to be a delay in getting a response to you, we will contact you to agree an alternative date on which you will receive our response.

We will investigate your complaint and on completion of our investigation the Isorropia Foundation management team will write to you with the outcome. If you prefer, we can arrange for alternative forms of response, such as spoken responses on an audio file. As part of the response, we will communicate any learning we have identified as a result of your complaint and what actions we intend to take to improve our service.

The Isorropia Foundation Senior Management Team coordinates the investigation of and response to complaints and is available to offer advice and guidance throughout the complaints process.

Please contact:

• Maria Griffiths: Organisational Lead
• Charlie Stevens / Natalie Streets: Deputy Leads

Tel: 01983 217791
Email: hello@isorropia.uk