Purpose and scope of Notice
Our intention at all times is to deal with people fairly and properly. If you feel that we have not met that standard, please let us know. Where there is reason to believe our conduct has fallen short, we want to be able to resolve any issues and learn from what has happened so that we can continuously improve.
This document explains how the organisation deals with complaints about its conduct from all external parties, such as members of the public, service users or subcontractors.
This Notice does not cover complaints made about an external service provider. If you wish to comment on the performance or behaviour of an external service provider, you should raise it directly with that organisation, using their own complaints procedure.
What is a complaint?
We will treat any expression of dissatisfaction about our conduct as a complaint. However, we ask you to contact us in writing so that we can consider the matter properly.
This Notice covers complaints about:
– how you or others have been treated by the organisation;
– the organisation’s conduct and compliance with its own procedures, processes, and policies; and
– the behaviour of our staff, volunteers, and the Board and its members.
It may be the case that we receive correspondence that does not fall under our definition of a complaint or does not raise any issue that calls for a detailed investigation, including:
– objections to steps or decisions taken in compliance with a legal requirement;
– refusal to take action where there is no legal power to do so;
– anonymous complaints; or
– malicious, repetitive or vexatious complaints.
We will not reply to rude or abusive communications.
How to complain
A complaint may be made by completing the complaints form or by post to:
The George Moore Community Centre
Moore Road
Bourton-on-the-Water
Gloucestershire
GL54 2AZ
Please clearly state that you are making a complaint, outline the issue, and include your contact details.
What you can expect from us
We take complaints seriously and will handle them according to this Notice.
Our service standards
We aim to deal with complaints promptly, sensitively, and courteously. All complaints will be handled confidentially and in line with UK GDPR requirements.
We keep records of complaints to monitor themes, response times, and improvement opportunities.
Complaints will be investigated thoroughly, impartially, and fairly. Where mistakes are identified, we will explain what went wrong and what steps we will take to prevent recurrence.
Stage one
We will acknowledge complaints within 30 days of receipt. A response will normally be issued within 20 working days.
Our response will outline the investigation steps taken, our findings, and any remedial action. We will also explain how to request a review if you remain dissatisfied.
Stage two
If you are unhappy with the stage one response, you may request a review within 20 working days. The review will be conducted by the Chair of the Board or the CEO.
We will acknowledge the request within five working days and aim to respond within 20 working days.
Extending time limits
Where a complaint is complex, timescales may be extended. We will keep you informed of progress and revised deadlines.
If you remain dissatisfied
If you are still dissatisfied after completing both stages, you may refer your complaint to:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
Fax: 01625 524510
Other information
The Board is informed of complaints received. Feedback on this complaints procedure is welcome and can be submitted by completing this complaints form.
