The Complaints Procedure has three main stages, outlined below.  These stages are described in more detail within the procedure.

You have the right to make a formal complaint whenever you wish, but in the first instance it can often be quicker and easier for everyone to try to resolve the problem informally.  However, if you are not satisfied, you have the right to ask for your complaint to be progressed to stage 2 of our complaints procedure.

Write, telephone or call into our office to make us aware of your problem.  In the first instance our reception staff will be the first point of contact.  They will listen to you or pass you to the appropriate member of staff.  An attempt will be made to find an immediate solution or course of action, agree a timescale, and ‘apologise’ where appropriate.

If you are unhappy with the informal response and/or feel your problem cannot be resolved in this manner, you can ask for it to progress to Stage Two.  The complaint must be submitted within 3 months after the day on which the Association first had notice of the matter complained of, unless the Association is satisfied that there are special circumstances which make it appropriate to consider a complaint made outwith that period.

In order to ensure impartiality, the Associations most senior member of staff who is not involved in your complaint will undertake an impartial review.  In most cases, this will be the Director. You may be requested to put your complaint in writing and if you need help, please ask for assistance.

You will receive written acknowledgement of your complaint within five working days. This will include a target response date (usually within fifteen working days of receipt of stage two request) for a formal reply.  The response will provide reasons and an explanation for the decision taken.  It will also explain the options available to you if your complaint is not upheld or you are dissatisfied with the response in any way.

If you do not feel that the Director has resolved your complaint satisfactorily, you can write to the Chairperson of the Management Committee.  This must be done within seven working days from the date that the Formal Review was issued. The Chairperson will respond to you within five working days and advise you when members of the Management Committee will hear your appeal. This will usually coincide with the next scheduled meeting of the Management Committee, which meets up to 10 times per year on the last Tuesday of every month.
 
The Chairperson has discretion to appoint up to 5 Management Committee members to represent the Association and hear your appeal. If, in addition to your written complaint you are keen to talk to the Management Committee, you can do this and if you want to bring along a friend or advisor (for example from a Citizens Advice Bureau) then this is fine.  Should you require any other services, such as interpreter, the Association will endeavour to assist you with this.

You will be advised of the outcome of the appeal within five working days of the meeting where the appeal is heard.  The response will provide reasons and an explanation for the decision taken.  It will also explain the options available to you if your complaint is not upheld or you are dissatisfied with the response in any way.