Continual performance improvement

Continual performance improvement

PfH aims to continuously improve as an organisation and is committed to involving and listening to its Members on all aspects of service delivery to ensure every effort is made to meet high standards. If PfH’s services do not meet your standards we would like to know about it. This will allow PfH staff to address your issue but also learn from it and improve performance.

As part of these efforts, PfH has launched a complaints resolution process, to be employed to resolve complaints over any matter concerning the PfH service provision.

To submit a complaint, please complete the online form which can be found here.

Our Timescales

The timescales we work to for dealing with complaints are set to allow time for a thorough investigation to be completed and a suitable response communicated within a realistic and acceptable timescale.

In extraordinary circumstances, and only when a complaint requires extensive investigation, we may contact you within five working days to discuss the progress of the investigation and will then agree a more practical timescale to resolve your complaint.