SNAP is committed to providing a high quality service at all times. Our intention is to work in partnership with parents and the community generally and we welcome suggestions on how to improve our service.


Comments and Compliments

All verbal compliments, comments and complaints from our users are noted and followed up appropriately, when necessary, using the processes listed below. Comments may include any suggested modifications or improvements to the way services may be delivered in the future.

There is also a log maintained of written comments and compliments. Comments and compliments are also received through our monitoring and evaluation systems. Both the aforementioned are monitored regularly by senior members of staff and the trustees as a tool to review the quality of our serviceprovision.



SNAP informs all service users that SNAP has a Compliments, Comments & Complaints Policy & Procedure via the SNAP website.

SNAP believes that:

  • children, parents, carers and other users are entitled to expect courtesy and prompt, careful attention to their needs andwishes
  • most complaints are made constructively and can be sorted out at an early stage
  • it is in the best interests of our users that complaints should be taken seriously and dealt with fairly and in a way which respectsconfidentiality


Definition of a Complaint

A complaint is deemed to have been made when a service user states that he or she is unhappy with any part of the service provided by SNAP or would like to register a complaint or when a SNAP member of staff, trustee or volunteer feels that a complaint could justifiably have been made.


Our Complaints Procedure

Complaints, problems or concerns about any aspect of SNAP’s work will be dealt with as promptly as possible. Many concerns can be resolved quickly by an informal approach to the Management Team or a SNAP Trustee. This person will try to sort out the problem to the satisfaction of thecomplainant.

If it is not possible to resolve the problem at this stage, the complainant will be asked to put their complaint in writing to: The Management Team, The SNAP Centre, Pastoral Way, Warley, Brentwood, Essex CM14 5WF. The Management Team will pass the complaint to the Chair of Trustees, who will be involved in the complaint.


What Happens Next?

  1. We will send the complainant a letter acknowledging the complaint and asking them to confirm or explain the details set out. The complainant can expect to receive our letter within five days of us receiving the
  2. We will record the complaint in the Complaints Book and open a separate file for the
  3. We will immediately start to investigate the complaint. This will involve the Management Team instigating enquiries with the relevant SNAP member of staff, trustee or


  1. A full reply to the complainant with our suggested solutions for resolving the complaint will be issued within ten days of the original complaint unless there is some good reason why this will not be possible, in which case, a written explanation will be sent with an indication of when our full reply will be given. The reply will cover the followingpoints:
    • Results of investigations
    • Explanations
    • Acceptance or not of validity ofcompliant
    • Apologies if necessary
    • Any other course of actiontaken
    • Right to appeal to the Board ofTrustees
  1. If the complainant does not find our written reply to be a satisfactory resolution of the complaint, we will offer to have a meeting with the complainant which will be conducted by the Management Team or other staff member as circumstances
  2. Within five days of the meeting, we will write to the complainant to confirm what took place and any solutions we have agreed with

Right to Appeal

If the complainant is not satisfied and appeals to the Board of Trustees, a meeting will be arranged with the complainant, SNAP Management Team, SNAP Chair of Trustees and two SNAP Trustees. This meeting will take place within two weeks of the complainant informing SNAP that they wish to appeal. An agreed written record of the discussion will be made, a copy of which will be given to thecomplainant.


The Chair of Trustees, Management Team and the two Trustees will make a final report concerning the complaint and this will be sent to all Trustees for their  approval.  This final report will then be sent to the complainant within two weeks  from the date of the appeal meeting. All interim reports and this final report will be recorded in the Complaints Book.

The Complaints Book is kept by and is the responsibility of the Management Team.



Evaluated and updated annually by the Management Team

All policies approved by trustees annually (2017 – at meeting on 22ndNovember) Managers are responsible for ensuring effective implementation