Introduction

WVCA recognises that one of the most important tools for an organisation’s development and learning is feedback from those receiving its services.  Positive feedback is always welcomed, but negative comments and complaints, although harder to hear, are also welcomed.   WVCA has a range of methods, both formal and informal to ensure that both positive and negative feedback is clearly heard.

It is hoped that most problems can be dealt with in an informal manner.  However, WVCA does not discourage people from implementing the Complaints Procedure when necessary.

This procedure clarifies how someone can make a complaint if they are unhappy about an aspect of WVCA’s service or if they do not like the way they have been treated.  It also clarifies the way in which WVCA will deal with complaints and what complainants can do if they are dissatisfied with WVCA’s response.

It should be noted that the Complaints Procedure cannot be invoked anonymously and complaints will always be dealt with according to policy

1.0    Advertising the Complaints Procedure

1.1   WVCA advertises the existence of the Complaints Procedure as widely as possible.   Anyone contacting WVCA with a concern will be told about the Complaints Procedure.

 2.0    Complaints Procedure

Stage One

1         Unless the complaint directly involved the Chief Executive, all

complaints should initially be made to the Chief Executive.   If the complaint is about the Chief Executive proceed to Stage 2.

2         The complaint must be written – a letter marked “Private and Confidential” sent to the Chief Executive at the registered office of WVCA.

3         All complaints should include a full written record of the incident/s including dates, names and location.

4         The Chief Executive will investigate the complaint and, based on the information available, respond in one of the following ways:

a         The complaint is upheld.  An apology should be issued and action taken, if possible, to ensure that the particular circumstances are not repeated.

b         There may be some grounds for complaint but it is not clear that  WVCA is at fault.  An apology for the inconvenience should be issued without any acceptance of responsibility and, if necessary, action taken to ensure that the particular circumstances are not repeated.

c         There are no grounds for complaint

5         The complainant will then be informed of the outcome in writing within 15 working days of receipt of the complaint.  An opportunity for further discussion will be provided along with information about Stage Two of the Complaints Procedure.

Stage Two

6         This stage should be invoked if the complainant is unhappy with the way the complaint has been handled at Stage One or if the complaint is about the Chief Executive.

7         The complaint should be made in writing to the Chair of WVCA at the registered address of WVCA and marked “Private and Confidential”.

8         The Chair will make an investigation of the complaint and, in consultation with at least two other Directors, decide that either:

a         The complaint is upheld.  An apology should be issued and action taken, if possible, to ensure that the particular circumstances are not repeated

b         There may be some grounds for complaint but it is not clear that  WVCA is at fault.  An apology for the inconvenience should be issued without any acceptance of responsibility and, if necessary, action taken to ensure that the particular circumstances are not repeated.

c         There are no grounds for complaint.

9         The complainant will then be informed of the outcome in writing within 20 working days of receipt of the Stage Two complaint.  An opportunity for further discussion will be provided.

3.0    Advertising the Complaints Procedure

3.1   WVCA will advertise the existence of the Complaints Procedure as widely as possible.

3.2   Information about the Complaints Procedure will be sent out with all Information Packs and Membership forms.

3.3   Anyone contacting WVCA with a concern will be told about the Complaints Procedure.

4.0    Monitoring Complaints

4.1   A record of all complaints will be kept and complaints will be reviewed by the Board at the end of each financial year with a view to improving services.

5.0    Reviewing Procedure

5.1   This procedure will be reviewed on an annual basis.