Stage Four - Appeal to the Complaints Panel

If you are still unhappy with the decision you can appeal directly to the Complaints Panel, which is made up of members of the Association’s Management Committee by attending a meeting with the panel.

If your complaint was closed at the formal review stage and you are now wishing it to proceed to Stage Four it must be within 3 months of the date of when the Association was first advised of the informal complaint. 

In line with the Association’s policy of not tolerating any behaviour which breaches the equalities policy, all complaints in this category will automatically be referred to the Complaints Panel.  Given the seriousness of any such complaint, it would not be appropriate to have it progress through the previous stages.

We will write to acknowledge your request to appeal within 5 working days from the date we receive your request. 

The Chairperson has discretion to appoint up to 3 Management Committee members to represent the Association and hear your appeal.  The appeal hearing with the Complaints Panel will be arranged within 14 working days from the date we first received your request (at a time and date convenient for you to attend).   

You will be provided with copies of all correspondence relating to your complaint to help you to prepare in advance of the hearing, where you will be given the opportunity to be accompanied by a friend, family member, local Councillor, CAB advisor etc for support.
 
Members of the Complaints Panel will also require to be provided with background information in relation to the complaint in the form of a report from either the Depute Director or Director.  Where practicable, the identity of the complainer will not be divulged in this report, but this will sometimes be unavoidable.  Where you identity is going to be divulged, this will be notified to you in writing.

After this hearing we will provide a full and final written response with the outcome of the appeal within 5 working days from the date of the hearing. 

The final written 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.  The Association will provide you with copies of the Scottish Public Services Ombudsman leaflets and their complaint form.