If you feel unhappy, angry or let down by the service you have received at GAP, the following procedure tells you what you can do :

• Tell the person who is working with you about your complaint and see if it can be resolved. Your complaint will be recorded into our Complaints Log Book. You will always be asked what you want us to do in order to deal with the matter.
• However, if you still feel unhappy, talk to Rob Ayres, our Director, on Newport (01633) 252045 or write to him at Gwent Alcohol Project, 1 Palmyra Place, Newport, South Wales, NP20 4EJ.
• If you are not satisfied with the way in which your complaint is dealt with, your complaint will be passed on to the Chairperson of the GAP Management Committee, Simon Dudley, or you can write to him direct at the above address.
• If still unresolved, an independent person who does not work for GAP will investigate your complaint and keep you informed of any action taken. You may ask someone to help you in making your complaint at any point in the process.
• GAP will try to deal with your complaint straight away. If you write a letter of complaint, we shall reply within 2 working days. If an internal investigation has to be carried out, you will know the outcome within 14 working days. If it is an independent review you will know the results within 28 days.
• We hope this leaflet reassures you of our efforts at GAP to give you the utmost confidentiality, to treat everyone with respect and to give you the opportunity to make a complaint if you wish to do so.