Purpose

This is our policy for handling complaints about HEE from individuals, organisations or groups regarding our decision making, performance and services.  The aim of this policy is to provide a process for managing complaints in an empathetic, systematic, and transparent way using a specified timeframe.

By being open to complaints, we seek to create a culture in which HEE welcomes feedback in an open and responsive fashion.  We aim to use feedback constructively to improve our services for customers and stakeholders. We will acknowledge when we have made mistakes, oversights or omissions and seek to put matters right. We commit to learning from complaints to help us refine how we perform and ensure HEE’s ongoing organisational development.