Feedback
Response to Feedback
Urgent or serious feedback and complaints will be dealt with according to our Formal Complaints Policy. Once a year, an update (written by the Communications Team) for users will be published on the FAAM website and in newsletter form, to tell them how we have acted on their feedback, and why decisions have been made. Six months following a campaign, we will communicate the actions taken in response to feedback gathered following that campaign via the campaign’s email distribution list. Where individuals have provided contact information with their feedback, if appropriate they will be informed of the response. Where changes to processes affecting users are made, these are documented in a changelog that users can view to see what might be different to when they last used the facility.