We aim to provide a high quality service in all aspects of our work. Occasionally though, we can get things wrong.

It is important that when there are lapses in our service we identify why problems have occurred and act to learn from mistakes. By making a complaint you can help us put things right, identify problems and improve what we do.

Complaint & appeals policy

Renaissance will follow a staged procedure to address complaints and appeals about our services or activities. The procedure aims to remedy faults within a reasonable time and ensure that complaints are recorded and monitored to help us to learn and continually improve from complaints and appeals that are raised.

If you have a complaint or appeal to make, you should initially contact the customer care staff at Varley Street. If the matter cannot be resolved immediately, or if the complaint/appeal has been received in writing, it will be assigned to a member of staff in the office to deal with.

In summary the procedure is then as follows:

Stage 1: Local Response
The person or team involved with delivering the service will respond to you in writing within 10 working days. Your complaint will be acknowledged within three days

Stage 2: Central Investigation
If you remain dissatisfied, an Assistant Director will investigate the matter and write to you within a further 10 working days.

Stage 3: Director’s Review
If you remain dissatisfied, a Director will review the previous decisions made by staff and write to you within a further 10 working days.

Stage 4: Miles Platting Appeals Panel
If you remain dissatisfied, you may appeal to the Miles Platting Appeals Panel, giving you the opportunity to present your case to an independent panel. You will receive a letter within three days acknowledging that your complaint/appeal has progressed to stage four and an invitation to the Appeal hearing within seven working days.

The Appeals Panel will issue a written response within 28 days.

To make a complaint please phone 0800 2346826.