HIT Comments and Complaints Policy Statement

Introduction
We want to provide the best possible service to all our customers. To help us do this we need to be open to receiving feedback and to putting things right when they go wrong.

If you are unhappy with something we have done please tell us. Equally, if you feel we have done something really well we would be pleased to hear from you.

You can give us comments in a number of ways:

By phone – call our team on 0844 412 0972

By letter – write to us at: The Arts Village, 20-26 Henry Street, Liverpool, L1 5BS

By email – info@hit.org.uk

Our commitment
• We aim to resolve problems as quickly as possible, before they become formal complaints.
• When we do receive a formal complaint we will respond within 3 working days. Wherever possible we will resolve the issue at this stage.
• If necessary we will investigate issues fully and keep you informed of progress.
• Once we have completed our investigations we will let you know what we have found and what actions we have taken to put things right.

Review
This procedure will be reviewed at least once a year to make sure that it remains fit for purpose.