Complaints Procedure

 

Newark & Sherwood CVS aims to offer the best possible service to the organisations and individuals who make use of it, but recognises that, at times, it may fail to do so.  In these instances, Newark & Sherwood CVS would be grateful to hear from an organisation or individual about what has gone wrong in order to be able to make amends in the particular situation, and to avoid repeating any mistakes in the future.

In the first instance, the complaint should be made direct to the person concerned and as soon as possible.  It is hoped that most complaints can be resolved in this way.

If, however, the complaint remains unresolved, please write or speak to the CVS Manager (or the CVS Chairperson if this is not appropriate) at the address below.  The following procedure will then operate:

  1. The complaint will be acknowledged in writing within seven working days of receipt.
  2. The CVS Manager or Chairperson (as appropriate) will investigate the circumstances which have led to the complaint.
  3. The results of this investigation will be communicated to the complainant in writing and, if required, verbally within 21 days.  A holding letter will be send if this is not possible, giving a revised timescale.
  4. If the complainant is dissatisfied with the results of the investigation, they have the right to present their complaint in writing or in person to the CVS Executive Committee.  They also have the right to be accompanied by a person of their choice if attending in person.  The Executive Committee meets bi-monthly but in the event of a serious allegation an extra-ordinary meeting may be called at the Chairperson’s discretion.  A written response will be forwarded to the complainant within seven days of the meeting.
  5. Where appropriate, Newark & Sherwood CVS shall give a written apology, signed by the Chairperson, to the complainant.

Newark & Sherwood CVS will keep a record of all verbal and written complaints and the Executive Committee will be kept informed of the number, nature and resolution of complaints on a quarterly basis.