We aim to provide a quality service. In addition all clients and volunteers deserve to be treated with respect.
- If you are a client and you are not satisfied with the service provided, or
- If you are a client or volunteer and wish to make any other complaint about behaviours
Please use the following guidelines to make your complaint:
- If the complaint is about a driver, in the first instance contact the Duty Coordinator to discuss the issue and resolve it if possible. The coordinator will record the complaint and the solution, if it has been possible to reach one, and will pass the details on to the Chairman. If it has not been possible to resolve the issue on an informal basis the Chairman may wish to telephone or arrange meetings with all parties concerned to confirm the details of the complaint, take the views of all concerned, and try to resolve it more formally. He will use the complaints form to record the details. The Chairman may consult Community First.
- If the complaint is about a coordinator, then the initial complaint may be made direct to the Chairman.
- If the complaint is about the Chairman, then the initial complaint may be made to any other trustee.
Complaints of a serious nature are rare and need to be dealt with quickly, effectively and
sensitively. Any complaint that alleges abusive, emotional, physical or sexual behaviour should be notified to the Chairman, acting as Safeguarding Officer, as soon as possible, ideally within 24 hours.
Once the issue is resolved you will receive a written record of the original complaint and the outcome unless you do not require this.
Unless you are advised otherwise the complaint will be dealt with within 7 working days.
If you feel that your complaint has not been resolved satisfactorily please contact:
Community Development Officer,
Community First,
Unit C2, Beacon Business Centre, Hopton Park, Devizes, SN10 2EY
Tel. 01380 732825