From time to time, the people we serve at ICAS may wish to provide feedback about their experience in dealing with us. Such feedback may cover a wide range of issues, including:

• The level of service provided by ICAS.
• The process followed by ICAS in taking a decision.
• The actions or behaviour of an ICAS employee.

The purpose of this policy is to set out how ICAS will deal with such feedback, including feedback which is treated by ICAS as a complaint.