Complaints Procedure
The complaints procedure is intended as the tool by which a member of the public or a client may formally have a grievance, regarding any aspect of the work that we undertake, heard by the management of the Co-operative.
In the event of a client or member of the public wishing to make a complaint, it is preferable for the complaint to receive our attention and be answered as soon as possible.
Members of the public or clients who wish to make a complaint should be asked to email us with the details of the complaint. This can be done via the ‘Contact us‘ page on our website.
Timescales have been fixed to ensure that complaints are dealt with quickly, however these may be extended during busy periods.
Once a complaint has been received it should be circulated amongst the Management Committee one of whom must volunteer to undertake an investigation.
The complainant must be responded to within 14 days of the complaint being received with either the outcome of the investigation or, in the case of complicated investigations, further information including an outline of progress, next steps and an expected timescale to an outcome.
Outcome and Appeal
The complainant will be given the outcome of the investigation in writing either within 14 days or to the timescale that they have been notified of. If they are unhappy with the result then they can appeal against the outcome. In this case all Directors will review the complaint and make a decision on how to proceed within 14 days of an appeal being lodged.
After this decision there is no further right of appeal.
After the process the Management Committee will decide on changes to be made to any of our risk assessments or procedures.
