The Complaints Procedure has four main stages, outlined below.

Stage One 
Trying to sort things out informally.  This will usually be carried out by a member of our front line staff team. 

Stage Two 
Investigation – carried out by the Depute Director or Director.

Stage Three 
Formal Review – carried out by the Depute Director or Director.

Stage Four  
Complaints Panel – the Complaints Panel is made up of members of the Association’s Management Committee

Ultimately, you can contact the Scottish Public Services Ombudsman if you have gone through the Association’s complaints procedure and are still dissatisfied with the outcome. 
 
In line with the Association’s commitment to equalities, all complaints regarding behaviour by a member of staff or Committee which breaches the Association’s equalities policy will proceed directly to Stage Four and be considered by a Complaints Panel set up by the Association’s Management Committee.  Depending on the nature of the complaint and the circumstances surrounding the alleged event, the Director (or most senior member of staff present if the Director is involved or is on leave) may decide to seek legal advice and/or advice from EVH to ascertain whether any interim action should be taken against the member of staff involved.