Feedback and Complaints Policy

Forward Carers operates Walsall Carers Hub with our delivery partner Midland Mencap and we’re committed to providing an efficient and responsive service to unpaid Carers and all our stakeholders.
In order to ensure this we need to take account of the views and wishes of those we are here to support. We welcome every opportunity to monitor and improve our service and having a ‘Feedback and Complaints’ policy is one way of doing this. Feedback on our services is valuable, welcome and important in any format that it is provided including verbally, in writing, or online. It assists us with understanding if our services are meeting or exceeding expectation; in providing information back to services and staff; informs us about what services carers enjoy for future planning; and how we maintain and improve quality of our services.

Whilst every effort is taken to meet the high standards expected of us, sometimes things can still go wrong. When this occurs, we need to be informed so that every effort can be made to put things right and prevent further shortcomings in the future. One of the ways in which we are committed to this and to continuing to improve our service to you and others is by listening and responding to your comments and complaints. We want to provide you with the best possible experience and be fully satisfied with the products and services you receive from Forward Carers. If you are not, and have a complaint, then we want you to tell us as soon as possible.

A complaint can be raised with Forward Carers in many ways including by phone, email, letter, social media. We will always acknowledge a complaint within 5 working days and will respond in a format agreed with you within 20 working days.

Forward Carers is a made up of partnership of not-for-profit and charitable organisations that are responsible for the delivery of services offered to carers. Complaints in relation to a specific service will be dealt with by the respective service or organisation under their own specific policies and procedures.
In the event of the compliant remaining unresolved, Forward Carers will be notified and will deem if further action is required to resolve the compliant. Forward Carers will notify any funders of a particular service where a compliant remains unresolved.

To comment, compliment or complain about any of our services please complete our form.