The Association aims to manage its relationships and contact with others in order to provide a high quality of service and relationship.  In this the Association has been very successful as evidenced by the very low number of complaints that are received and the general high regard in which the Association and staff are held.

 

If the matter cannot be resolved informally, complaints should be put in writing by letter or e-mail and addressed to the Director.

 

  1. The complaint will be acknowledged within 5 working days of receipt.
  2. The Director will investigate the complaint and undertake a fair and objective investigation to discover the facts truthfully and be without bias.
  3. The Director will respond within 10 working days of receipt of the complaint, but where it is not possible to resolve matters within this time period, the complainant will be advised accordingly in writing and given a revised date by which it is expected that a full response will be given.
  4. Wherever possible the Director or other nominated person will speak personally to the complainant to discuss the issues, offer an apology if this is felt appropriate and explain both the actions that have been taken and the results of the enquiries.
  5. A formal written response will generally be sent. However if a verbal response has been made and an agreement or understanding reached, the written response may not be necessary.
  6. All complaints will be discussed with the Association’s Chairman with a copy of the response, and discussed at the Board on an annual basis.
  7. If the complainant is unhappy with the formal response the matter will be reviewed by the Association’s Chairman
  8. The Chairman will consider the nature of the complaint, the thoroughness of the investigation and the response that was given, and will either write or speak to the complainant (or do both) to advise them of the outcome of the review.
  9. There is no further appeals procedure within the Association; therefore if the complainant is still unhappy complaints may also be made to the Charity Commissioners, whose contact details should be provided.

  

A full version of the Association’s Comments, Complaints and Compliments policy and procedure is available here