At Crossroads Derbyshire, we are committed to providing safe, supportive, and high-quality services. We welcome your feedback and want to hear about your experiences.

We will treat all complaints seriously.
We will investigate concerns fairly and respectfully.
We will keep your information confidential where possible.
We will use feedback to improve our services.
You will not be treated differently or disadvantaged for raising a concern in good faith.

We welcome all feedback, whether positive or negative. Your comments, compliments, concerns, and complaints help us improve our services and ensure we continue to meet the needs of the people we support.

Your Voice Matters

How you can share your comments and concerns with us

Telephone us - 01457 856675

Email us - feedback@crossroadsderbyshire.org

Speak to any member of staff or volunteer

Write to us - PO Box 22, Glossop, SK13 8AE

Speak to a manager

Link

Use the form on this page

You can contact us yourself or ask someone else to speak to us on your behalf.

What Happens Next?

Step 1: We Listen

We will listen carefully to your comments and concerns.

If you haven't asked us to respond to you, your comments or concerns will be used to review our services and make changes if they are needed. You will not receive any direct feedback on what we have done as a result of your comments.

If you have told us you would like us to respond to you, we will contact you to discuss how you would like the issue to be resolved and agree what will happen next.

Step 2: We Investigate

If the matter cannot be resolved immediately, a manager will investigate and consider the information provided. We aim to complete investigations within 20 working days. If this is not possible, we will keep you updated.

Step 3: We Respond and Explain the Outcome

We will tell you what we have found and what action, if any, will be taken.

What Happens Next

Not Happy With Our Response?

If you are unhappy with the outcome, you can ask for the decision to be reviewed by a more senior manager.

This request should be made within 10 working days of receiving our decision.

If you are still not satisfied following the Senior Manager's review, you can ask for your complaint to be reviewed by the Board of Trustees.

The Trustees will:

Acknowledge your complaint within 7 working days
Review the information provided
Respond within 28 working days

You can contact the Board of Trustees directly by writing to:

Board of Trustees
Crossroads Derbyshire
PO Box 22
Glossop
Derbyshire
SK13 8AE