Comments and Complaints procedure

Remap makes every effort to provide a high service standard and treat all our users equally and fairly. We continuously try to improve our services and value any feedback to help us do this. 

Remap will review all comments, feedback, complaints, and our feedback procedures annually. This helps us develop the best services for you, so please let us know what you think. We report on user feedback in the annual report. 

We would love to hear from you if you are happy with the service or have any comments.  You can do this in a couple of ways: speak to one of our volunteers or contact us at Central Office (contact details below).  

We also want to know if you are unhappy with any part of our service. We take all feedback seriously, and we will act when appropriate to do so. All complaints will be dealt with in a timely and professional manner. Please note that Remap may publish the replies to any queries raised but will respect the confidentiality of the individuals concerned. 

How to make a complaint: The first thing to do if you are unhappy about any aspect of our service is to bring this to our attention. Usually, this will be to the person or Branch (Panel) you have been in touch with. They will try to resolve your concerns immediately. If this does not resolve things for you, don’t hesitate to contact the Trustees (contact details below).  

If you cannot or do not wish to make a complaint in person, you have the option of emailing, phoning or writing to us.

What you can do to help us deal effectively and quickly with your complaint:  Contact us as soon as possible, giving precise details so we can endeavour to resolve the issue. Specify clearly what aspect of our service you wish to make the complaint about.

Including the following details will help us to investigate your complaint effectively and quickly:

  • The specific area, service, or resource to the complaint applies.
  • Your name and contact details. We will try to help if you prefer to remain anonymous, but having your details will help us.
  • Outline the nature of your complaint as precisely as possible. This will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred.
  • Please let us know if you have already reported the complaint and if any action was taken previously. 

Please note that we constantly endeavour to treat our users with respect, and we expect the same standards of behaviour from those who use our service.  

Your complaint will be dealt with professionally and confidentially.

Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. 

We will acknowledge this within five working days and aim to respond fully within ten working days.

We will do what we can to put things right and review our procedures where necessary to stop things from going wrong again.

Post: Remap 2010, PO Box 976, NEWPORT NP20 9SL (It may take us a little longer to acknowledge your letter if sent by post)



Telephone: 01732 760209

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