Complaints Procedure

Easton and Lawrence Hill Neighbourhood Management (known locally as Up Our Street) aims to provide high quality services which meets the needs of its community. We believe we achieve this most of the time, however if we are not getting it right, please do let us know.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know if for any reason you are not satisfied with your dealings with us.

If you are not happy with Up Our Street or any of our services, please speak to the Director.

If you are unhappy with an employee of Up Our Street sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the Director or Chair.

Often we will be able to give you a response straight away. When the matter is more complicated we will give you at least an initial response within five working days.

Making a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please write to the Chair at - Up Our Street, Beacon Centre, Russell Town Avenue, Redfield, Bristol, BS5 9JH. (If your complaint is about the Chair, please write to the Director at the same address.) Please mark the item as ‘Confidential’.

All written complaints will be logged and you will receive a written acknowledgement within three working days.

We aim to investigate your complaint properly and give you a reply within ten working days, setting out how the problem will be dealt with. If this is not possible, an interim response will be made informing you of the action taken to date or being considered.

If, after we have responded, you are not satisfied, please write to the Chair who will report the matter to the next meeting of the Trustees, at which point they will decide on any further steps to resolve the situation.