Voluntary and Community Unit complaints procedure
Introduction
Everyone within the Voluntary and Community Unit is committed to providing a high standard of service. However sometimes things go wrong, or you may not be happy with the service we provided. You have a right to discuss the matter and/or make a complaint.
Should you decide to make a complaint, it will be taken seriously and dealt with as quickly as possible. Your complaint will be investigated thoroughly and impartially, and you will be treated sympathetically and courteously. It will not affect your future dealings with VCU. Please note that issues relating to funding programmes are dealt with in accordance with the individual programme appeal process.
How to make a complaint
Often the problem may have arisen due to a misunderstanding. Many problems can be quickly resolved through a telephone call.
- Telephone the person you are dealing with and discuss the issue. If you do not know who to speak to, phone the VCU, at 028 9082 9424 and say you wish to make a complaint and we will give you the name of the appropriate person.
- If you think that your issue has not been fully dealt with, or you would like to speak to another person, than ask to speak to their line manager.
- If you are not satisfied with the response, please put the complaint in writing to the line manager. Your complaint will be acknowledged within 7 working days, and a response will be issued within 14 working days. If the nature of complaint requires detailed investigation it may not be possible to respond within 14 working days, in which case you will be informed when you can expect to receive a response.
All complaints or enquiries will be dealt with in the strictest confidence.
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