Gordon Rural Action welcomes comments, suggestions and complaints from its service users, as these can help to improve and develop our services.
While dealing with complaints, these principles will be followed:
- All complaints will be taken seriously and dealt with speedily.
- Complaints made will not prejudice or affect any future dealings or service provided to the complainant.
- Investigations into complaints will be open, and the aim will be to provide a satisfactory explanation or outcome for the complainant, while remaining fair to staff and volunteers involved.
- All complaints will be dealt with via the procedure described below.
- Complaints will be passed in the first instance to the Chief Officer. Depending on the nature of the complaint, he/she may ask the appropriate department manager to deal with the issue.
- If the complaint concerns the Chief Officer, it will be passed to a Board member.
- If the complaint concerns a Board member, it will be passed to another member of the
Complaints Procedure
All offices of Gordon Rural Action will at all times hold complaints forms and accompanying leaflets.
1. When a person indicates that they have a complaint, they should be asked to put their complaint in writing by completing a complaints form. They should be given both a copy of the form and the accompanying leaflet. If the person is unwilling or unable to complete a form, then they should be advised to contact the Chief Officer by telephone. The Chief Officer will then take the details as specified on the form.
2. The complainant can return the form to the Chief Officer at the Huntly office.
3. When the complaint arrives, it will be stamped with the date it is received. It will be passed onto to the Chief Officer for investigation (see above). If that person is away, a holding letter acknowledging receipt of the complaint and explaining the absence will be sent.
4. The Chief Officer will acknowledge receipt of the complaint within 3 working days. The letter will explain who will be investigating the matter, how long it is likely to take, and, if a meeting has been requested or is considered necessary, a date for that meeting will be suggested. Gordon Rural Action will endeavour to resolve the complaint within 20 days.
5. Once the matter has been investigated, a letter will be written to the complainant with an explanation/apology/description of action that will be taken to ensure the situation does not arise again.
6. If the complainant is not satisfied with the outcome, they can take their complaint to the Board for consideration. The complainant should write to the Board Chairperson at the Huntly office. The Board Chairperson will acknowledge receipt of the complaint within 5 working days. The letter will explain how long it is likely to take, and, if a meeting has been requested or is considered necessary, a date for that meeting will be suggested.
7. The Board will endeavour to resolve the complaint within 28 days.
8. If the Complainant is unwilling or unable to write, then they should be advised to contact the Chief Officer by telephone on 01466 793676.