Comments, Compliments and Complaints Procedure
The Women's Centre Cornwall welcomes all comments, compliments and complaints about the service we provide.
We want to hear from you.
We will listen to you and learn from what you tell us.
This explains how you can give your compliments, comments or complaints and can be made available in other languages.
COMPLIMENTS & COMMENTS
Verbal Compliments & Comments
If you pay us a compliment or make a comment about our service we would like your permission to make a record of what you say. We will ask you for your permission.
Written Compliments & Comments
If you put a compliment or comment in writing to us we will keep a copy of it on file in the Centre and share it on social media if appropriate and with your consent.
The reason for keeping a record of what you say is because we might want to use it to demonstrate our commitment to obtaining feedback about our services or to support a funding application.
Some of our services routinely ask for your comments about the service you have received via feedback forms.
These forms will be, reviewed to help us develop our services and will be kept on file.
We will not use your name or any personal details unless you have given your written permission for us to do so.
All complaints are taken seriously and you will not be discriminated against or treated less favourably because you have made a complaint.
We aim to ensure our response will be quick, fair, courteous and helpful.
WHAT TO DO IF YOU WANT TO COMPLAIN
If you wish to make a complaint about the behaviour, action of a member of staff, a volunteer or any aspect of the Women's Centre Cornwall ’s service we would encourage you, in the first instance, to talk to the person concerned, informally and try to resolve the situation. If you are dissatisfied by the response you receive or feel unable to raise the matter with the person concerned then you can complain in writing. You can do this by either writing us a letter or by completing the Complaints Form.
Please tell us what the issue is and what you would like us to do about it.
The Complaints Form is available in hard copy from the Women's Centre Cornwall office or it can be emailed to you by emailing admin
Please return your complaint to the Women's Centre Cornwall office address PO Box 39, Bodmin, Cornwall, PL31 1XF
DEALING WITH YOUR COMPLAINT
When we receive your written complaint we will pass it to the manager of the service that the complaint relates to.
The manager will write to you, acknowledging receipt of your complaint, within 5 working days of receiving it.
The manager will then investigate your complaint. She may need to speak with you by telephone or in person and may invite you to a meeting. If you are invited to a meeting you may bring a supporter with you to the meeting. Within 15 working days of the receiving your complaint the manager will write to you outlining her findings and the action the Women's Centre Cornwall will take.
- If you are not satisfied by the manager’s response a review of the investigation by the Chief Executive can be requested stating the reason for the review. The Chief Executive will write to you within 10 working days acknowledging receipt of your review request. The Chief Executive will then make a further investigation and may wish to meet with you. The Chief Executive will respond to you within 20 working days of receiving your review request with her findings.
- If you are not satisfied with the Chief Executives response you can make a final appeal by writing to the Chair of the Trustees. The Chair of the Trustees will acknowledge receipt of your appeal within 12 working days of receiving it. She will conduct a further investigation, which may involve meeting with you. She will respond to you with the outcome of her investigation within 22 working days. The Chair’s decision on the matter is final.
- If you wish to complain about a service manager you may do so by following the process above but you should send your complaint directly to the Chief Executive.
- If you wish to complain about the Chief Executive you may do so by following the process above but you should send your complaint directly to the Chair of the Trustees.
Copies of all correspondence relating to your complaint and how we have dealt with it will be kept on a confidential file in the office.
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