TVC Complaints Policy

 Tay Valley Connections is committed to delivering high-quality services and values feedback, including complaints, from our volunteers, staff, service users, and the general public. This policy ensures that complaints are handled fairly, efficiently, and effectively. 

 2. PurposeThe purpose of this policy is to:

• Provide a clear and transparent procedure for handling complaints.
• Ensure that all complaints are handled equitably and within clearly established timelines.
• Use complaints constructively in the planning and improvement of all services.

3. ScopeThis policy covers complaints received from volunteers, staff, service users, and the general public concerning the operations, staff conduct, and service provision of Tay Valley Connections.4. Definitions

• A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by Tay Valley Connections or its staff, affecting an individual or group.

This policy covers complaints received from volunteers, staff, service users, and the general public concerning the operations, staff conduct, and service provision of Tay Valley Connections.4. 

 A complaint is any expression of dissatisfaction about the standard of service, actions, or lack of action by Tay Valley Connections or its staff, affecting an individual or group. 

Complaints may be made in writing, by email, by telephone, or in person. If the complaint is made verbally and cannot be resolved immediately, the complainant will be encouraged to submit the complaint in writing for formal investigation. 

 Stage 1: Initial Response

• Upon receiving a complaint, it will be acknowledged in writing within 5 working days.
• The complaint will be reviewed and an attempt will be made to resolve it within 15 working days.

Stage 2: Investigation

• If the complainant is not satisfied with the initial response, the complaint will escalate to a formal investigation.
• An investigation will be conducted by a senior staff member or a Trustee not involved in the complaint.
• The outcome of the investigation will be communicated to the complainant within 25 working days from the escalation date.

If you are not satisfied with the outcome of your complaint, you may consider contacting the Office of the Scottish Charity Register (OSCR) by completing the online OSCR ‘Concerns Form’ here: www.oscr.org.uk/concern-form.  

 All complaints received will be treated with confidentiality and in accordance with relevant data protection regulations. 

 This policy will be reviewed biennially or as required by regulatory changes, to ensure its continued relevance and effectiveness. 

Complaints may be submitted to:

Email: complaints@tayvalleyconnections.org

Phone: 07507479555 

Address: Locus Centre, Aberfeldy PH15 2DD, UK