Complaints Handling Policy

High Rise (owned and operated by Employers For Childcare Trading Limited) is committed to providing an exceptional service for all guests who visit the centre or engage with our staff by any method (including via phone and email communication).

As a Social Enterprise, 100% of our profits are invested in our charity, which supports parents with dependent children to get into, and stay in work. Therefore it is critically important to us that we deliver a high quality service, to ensure that our guests will keep coming back – helping us to continue the essential work of our charity in the local community and further afield.

Your feedback helps us do things better. So we would encourage anyone who wishes to provide feedback, or to make a complaint, to speak directly to us in the first instance, to give us an opportunity to resolve the issue at the earliest opportunity.

You can complete our guest satisfaction survey here and tell us about your experiences of visiting High Rise, including if there are ways in which we can improve our service, or if your visit did not meet your expectations. If you feel we have provided a good service, we’d love you to tell us about that too!

Our Complaint Handling Policy is as follows:

1. In the first instance, please alert a member of staff to try to resolve the matter informally and at the time, or as soon following it as possible. The member of staff will bring the matter to the attention of their immediate line manager. We will aim to resolve the issue with you at the time.
2. If an informal resolution is not possible, please submit details of the complaint in writing (includes email – see details below), as soon as possible after the issue has occurred (and within a maximum of four weeks). The written complaint must include details of what the complaint relates to (including relevant dates), and any member(s) of staff involved. We will acknowledge the complaint as soon as possible and provide a substantive response within 5 working days. Our response will include details of any corrective action taken, if necessary.
3. If you are not content with the response to your complaint, the complaint can be escalated to a member of Employers For Childcare’s Senior Management Team, using the methods outlined above, within 10 working days of receipt of our initial response. A Senior Manager will acknowledge your complaint within three working days of receipt and a response will be issued within 10 working days.

Complaints can be submitted as follows:

By letter to:       

High Rise
Blaris Industrial Estate
11A Altona Road
Lisburn, BT27 5QB

By email to: contact@highriseni.org