The Complaints Procedure provides an opportunity for governors to express their dissatisfaction with any aspect of the GovernorLine service.
To make a complaint, please use our feedback form.
Responsibilities
The responsibility for handling and responding to complaints lies in the first instance with the Worklife Support Contract Manager.
Procedure
The Worklife Support Contract Manager will write or e-mail the complainant within two working days of the receipt of the complaint. This communication will normally be a ‘holding’ letter pending investigation of the issue.
The Worklife Support Contract Manager will contact the First Assist Contract Manager for a response to the complaint. A response should be received within four working days.
The Worklife Support Contract Manager will then contact the complainant again with a full response. However, the Worklife Support Contract Manager does reserve the right to make reasonable requests for further information from First Assist at this stage.
All complaints are reported to the Advisory Board, although avoiding mention of any specifics that could infringe confidentiality. The DCSF can at any stage see any and all correspondence relating to any and all complaints.
Should the complainant response to the second communication still indicate dissatisfaction, details will be referred to the DCSF Contract Manager and/or onto the First Assist in-house complaints procedure as appropriate.
We report on all the information gathered, including any complaints or compliments at every Advisory Board meeting.
If you have a complaint to make against Worklife Support, their complaints policy is available on their website.
Call GovernorLine on 08000 722 181 or you can e-mail us from this site.
