Complaints

At New Era, we see complaints as a valuable opportunity to learn and enhance our services, as well as a chance to resolve any issues for the individual or organisation raising the concern.

If you are dissatisfied with any aspect of our service, we encourage you to speak with a member of staff at the earliest opportunity, as we are committed to addressing and resolving the matter as quickly as possible.

Rest assured, all complaint-related information will be treated with sensitivity, shared only with those who need to be informed, and handled in compliance with relevant data protection regulations.

How to make a complaint:

If you wish to submit a written complaint, please send it to New Era at The Annexe, Chapel Place, Burnley, BB11 1LE, or by email at info@neweraburnley.co.uk.

For verbal complaints, you can contact us by phone at 01282 435302 or speak with any member of the New Era staff in person.

While we can keep your complaint anonymous from those it concerns, we will need your name and some personal details in order to keep you informed about the progress of your complaint.

Our complaints procedure consists of three stages, which you can read in full here.

We take all complaints, whether written or verbal, seriously and view them as an opportunity to learn and improve from your experience.