If at any time, you think we have not met your expectations we have a complaints procedure that you can use to make us aware of any problems. We will try to do everything we can to put things right and will analyse complaints data over time to identify further opportunities to improve our services.
A leaflet outlining our complaints process can be found here.
You may also raise your complaint with any direct contact in Procurement Services if you think this is appropriate. Your complaint will be dealt with in line with our complaints procedure; however you wish to contact us.
Your complaint will be acknowledged within 24 hours and we will do our best to resolve your complaint within 10 working days. Where this is not possible, we will keep you advised of progress until we have resolved all issues.
Once you have received our final response, if you are not happy with the outcome you can ask for your complaint to be reviewed by the Assistant Director of Procurement Services. Your complaint and previous decisions will be reviewed to decide if they are fair and reasonable and you will receive a response within 10 working days.
If you have a concern or problem with our service that has serious service implication, is significantly below an acceptable level or has been previously reported as an issue but no significant action has been taken, you may report this through the NWSSP Complaints Protocol via this link.
We are always delighted to hear that our staff are doing a great job. Let us know where we have exceeded your expectations so that we can build on this experience and recognise those staff who have delivered exceptional customer service.