If you are not happy with a specific aspect of our website www.thenortheast.com please email info@MLANorthEast.org.uk.

1. Introduction

Our aim is to deal with any problems and difficulties quickly and fairly. We will do this by monitoring all complaints and suggestions to help us identify what is going wrong and how we can improve and by having a system which:

• is easily accessible and well publicised.
• is simple to understand and use.
• is speedy, with established time limits for action, and keeps people informed of progress.
• is fair, with full and objective investigation procedures.
• maintains the confidentiality of all parties.
• effectively addresses all the points at issue, and provides appropriate redress.

2. Complaints

Our complaint procedures cover all aspects of our services including:

• member registration,
• display of information on www.thenortheast.com,
• our policies, and procedures.

Our administrator will do all they can to resolve the difficulty. If our administrator fails to satisfy your concerns then please contact our head office. You may write, fax, or email:

Head of eStrategy

MLA North East,
House of Recovery ,
Bath Lane,
Newcastle upon Tyne,
NE4 5SQ

Tel: 0191 222 1661
Fax: 0191 261 4725
info@mlanortheast.org.uk

You will receive a reply within 5 working days.

3. Our Guarantee

Whatever your complaint we will:-

• ensure your confidentiality.
• acknowledge your correspondence and give you a reference number.
• review the issue thoroughly and give you a full response within 5 working days.
• if we need more time because the problem is complex we will inform you within 5 working days.
• talk it over with you if your complaint needs special action.
• deal with you in a polite and courteous manner.
• always give you a contact point, name and telephone number.
• consider the appropriate form of redress whenever necessary.