1.                  AIM

This policy describes the procedure for dealing with complaints about the services provided by Beeston Volunteer Centre, including complaints from:

• prospective volunteers
• existing volunteers
• clients
• organisations

Complaints by employees are dealt with under the Grievance Procedure.  

2.                   PRINCIPLES

The Principles to which the Employees and Management Committee members must adhere when handling complaints are as follows:

• Complaints should be dealt with as quickly as possible.
• Details of the complaint must be kept confidential as far as possible while allowing the complaint to be properly investigated.
• Complainants must be treated with respect.
• Complainants will be made aware of their rights to the legal means of redress which they may use without prejudice to their right to use the organisation’s own procedures.

3.                   PROCEDURE

Complaints may be received either in person, by telephone or in writing.

The (first stage) procedure is as follows:-

a)       Complaint reported as soon as possible to the Operations Manager or Chair as appropriate.

b)       Any complaint will be acknowledged in writing within 5 working days of receipt.

c)       The Operations Manager or Chair to investigate complaint and take necessary action.

d)       Advice may be sought from individual officers of the Management Committee on the complaint.

e)       Report to complainant on results of investigation and action taken to be confirmed in writing, and/or be given over the telephone within 20 working days of receipt of complaint.

If the complaint is considered sufficiently serious by the Operations Manager or Chair it may be discussed in detail with the Officers of the Management Committee at any stage, and advice sought.

All complaints must be reported to the Management Committee, and the following information given:-

• Brief description of the complaint
• Summary of action taken

4.                   SECOND STAGE

If the complainant is not satisfied with the report from the Operations Manager or Chair and the action taken, he/she may take the matter up with the Management Committee.

In such cases, the complainant should be asked to write to the Chair of the Management Committee.  The Chair will take appropriate action, in liaison with the Operations Manager, and may call an extraordinary meeting of the Management Committee if necessary.

The Chair will respond to the complainant on behalf of the Management Committee, within one month of the receipt of the second stage complaint.

5.                   FURTHER ACTION

In the event of the complainant not being satisfied with the response at first and second stages, he/she should be invited to take the matter up with the Social Services Department.