Complaints

LSIS is committed to providing a quality service and achieving the highest standards of conduct.

The following procedure sets out how LSIS will respond to customer complaints which are about the services that its constituent former bodies the Centre for Excellence in Leadership (CEL) and the Quality Improvement Agency (QIA) provides.  Our objective is to ensure that:

1. Making a complaint is as straightforward as possible
2. We treat as a complaint any clear expression of dissatisfaction with our service which calls for a response
3. We treat any complaint seriously whether it is made in person, by telephone, by letter, by fax, or by email 
4. We deal with any complaint promptly, politely and, where appropriate, informally (for example, by telephone) 
5. We respond in the most appropriate way — for example, with an explanation, or an apology where we have got things wrong, or information on any action taken
6. We learn from complaints and are committed to using them to improve our service.

How do you make a complaint?

Please address your complaint to the correct provider, either CEL or QIA.

1. You can make a complaint in writing, by fax, by email, by telephone or in person (by appointment please). If you are writing, faxing or emailing your complaint, please provide your contact details and your preferred means of us responding to you 
2. If you know the part of CEL or QIA which is relevant to your complaint, or the name or title of an appropriate member of staff, please make your complaint direct to them (referring to this complaints procedure would be helpful).

If you do not have this information please get in touch by email (for complaints only)  complaints@centreforexcellence.org.uk.

What happens next?

We will reply to you within 15 working days from when we receive your complaint. If it is not possible to give you a full reply within this time, for instance, because a detailed investigation is required — we will give you an interim response, informing you what is being done in response to your complaint and when you can expect the full reply.
Our full response will include details of who to contact next if you believe that your complaint has not been dealt with properly. This will normally be the appropriate senior CEL or QIA employee.

If, following that second response, you are still not satisfied, you can ask for your complaint to be referred to senior management.

Contact details for raising a complaint: