The complaint you are making must be submitted within 3 months after the day on which the matter you are complaining about occurred.  The matter will not be investigated if outwith the 3 month timescale unless the Association is satisfied that there are special circumstances which make it appropriate to consider a complaint made outwith that period.

You have the right to ask your complaint to progress to Stage Two – Investigation, whenever you wish, but in the first instance it can often be quicker and easier for everyone to try to resolve the problem informally. 

Write, telephone, email or call into our office to make us aware of your complaint.  In the first instance one of our front line staff will be the first point of contact.  They will listen to you and will clarify the following: -

• What are you complaining about?
• How have you suffered as a result?
• What would you like to happen?

Staff will record the informal complaint in writing.  The staff will also ask you to complete an equal opportunities monitoring form which will be used in our bi-annual report to Management Committee to monitor equality issues when dealing with complaints. 

Our front line staff will aim to deal with your complaint within the same day, where they can, but no longer than 5 working days. 

We will do everything we can to resolve your problem at the first point of contact through this informal route.