If you have a comment or compliment
We value your suggestions and would welcome any feedback that you have about our services. We will always acknowledge your comments and suggestions, and where possible we will respond with detail about how your suggestion or compliment has been passed on within the team.
Please use the contact details or contact form on our Contact Page
If you have a complaint
Our trained Assessors will work with you and guide you through each stage of the accreditation process. We will provide feedback at each key stage, and notify you of any additional actions or development work you need to undertake to continue to work towards achieving the QPM Award.
We will always endeavour to communicate with you clearly and hope that, through our joint efforts, you will feel that the decisions and recommendations made by the assessing team are fair. Whilst we try to provide a high quality service, we realise that sometimes things do go wrong. Should you disagree with an outcome decision at any stage of the accreditation process, or consider that we have not upheld our commitment to you as outlined in the QPM Working Agreement, you may appeal to the QPM Review Panel. The Panel meets quarterly, and will review the nature of your concerns and, where appropriate, arrange for your complaint to be investigated by an independent person, before taking a decision to either (i) uphold the decision of the Assessor, or (ii) overturn the decision of the Assessor.
All appeals must be in writing and should be addressed to Sally Richens, NDTi, Cambridge House, Henry Street, Bath, BA1 1BT, or you can email office@ndti.org.uk.
Accessibility
NDTi is committed to ensuring QPM assessments are accessible for all types of advocacy organisations. For example, for providers delivering deaf advocacy whose first language is BSL, we’ve been able to adapt the assessment process so it is less reliant on written English. If your organisation would like to discuss adaptations to your assessment, please contact us support@qualityadvocacy.org.uk
We are also able to discuss bespoke payment plans for small organisations or where spreading out the cost of your QPM assessment would be beneficial.