What is a complaint?
A complaint is an expression of dissatisfaction whether justified or not.
Our policy covers complaints about:
Anyone affected by our work has the right to make a complaint regarding any aspect of activity.
How to make a complaint:
You can make a complaint either formally or informally.
If you wish to make an informal complaint you should ask any member of staff who will arrange for you to speak to the Service Director or Volunteer Coordinator in the first instance. Alternatively, you can write to us or email us outlining the nature of your complaint. (Click here to view our contact details.)
The Service Director or Volunteer Coordinatoer will try to resolve your concerns with a mutaully agreed and acceptable solution. If you are not satisfied with the response, you may wish to make your complaint formal.
If it is decided that further clarification of any of the details of the complaint is necessary, then you may be invited to attend a meeting with the investigating director.
If you are still not satisfied with the response to your complaint, you have the right to make your complaint to our funding body. We will advise you how to contact them.
If you wish to proceed formally, you should set your complaint down as clearly as possible and send it to the Bridge Service Director.
Receipt of your complaint will be acknowledged within ten working days of receiving it.
Your complaint will be investigated by a director who will examine the facts of the case (within twenty eight days of the complaint's receipt) in order to establish a course of action where required.
You will receive a formal reply within ten days of the meeting or the investigation being concluded. Should the need for disciplinary action of a staff member or volunteer be identified, the disciplinary policy will be put in motion.