1 Receiving a complaint

Verbal complaints will be brought to the next committee meeting for discussion and action, but we cannot guarantee that they will be given the importance the person making the complaint wants them to be given, as it is often very difficult to be clear about what has been said.ï¿½ The complaint can be brought to the meeting by the complainant or a representative. A separate confidential meeting can be arranged by the committee if requested.ï¿½ We therefore ask that if a person wants us to formally reply to them, that they put their complaint in writing. This is because it makes it easier for us to be clear exactly what the problem is and it enables us to focus on the problem.

2 Taking Action on a Complaint

2.1 The complaint is not justified, but the situation could be avoided in future. Amend procedure file, advise those concerned.

2.2 The complaint is justified and action needs to be taken by committee members and/or staff.ï¿½ Ensure action is taken and those concerned are advised.

2.3 The complaint represents a very serious breach of the way we work and committee members and/or staff may be asked to leave (refer to disciplinary procedures).

3 Response to a Complaint

3.1 All written complaints will be acknowledged within five working days of receiving the complaint and a full written response will be made after the next committee meeting (not more than one month after the date of the acknowledgement).

3.2 The response will contain a report of the discussion of the complaint. It will outline action taken or to be taken (by what date), and, where applicable, an apology will be made.

3.3 In the event of a complainant not being satisfied with the response, we accept that a third party may be needed to arbitrate between the complainant and the group.

3.4 Consideration will be given to a mutual agreed arbitrator.

Ratified in committee: 1998