If you make a complaint
about our service or staff,
we will:
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How your complaint will
be dealt with
Complaint
made in
writing
deal with it confidentially,
objectively and fairly;
investigate it thoroughly;
try to put things right and to
resolve your complaint, as far
as possible;
use the lessons we learn from
your complaint or concerns to
improve our services.
If we are at fault, we will accept
responsibility. Whenever
appropriate, we will offer an
apology, tell you what we can do to
put things right, and tell you what
we can do to stop a similar problem
arising in the future.
Otherwise, we will explain why we
feel the complaint is not justified.
If you are not happy with the way
your complaint has been handled
or with its outcome, then you may
apply for your complaint to be
reviewed.
An audio version of this leaflet is
available upon request.
Complaint made
verbally to Project
Co-ordinator
Attempts made to resolve there and then.
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If resolution not
possible – we
will request the
complaint is put
in writing to the
Chairperson of
Management
Committee.
SOUTH AYRSHIRE
BEFRIENDING PROJECT
If resolved –
matter is noted
by Project Coordinator for our
records and
reported to the
Management
Committee.
Matter then
closed.
Chairperson reports matter to Management
Committee.
Management Committee discuss and make
decision on what action to be taken. A written
response from the Committee will be sent out
within 14 days of the receipt of the written
complaint.
If you are happy
with the
response, the
matter will be
recorded and
closed.
If you are not
happy with the
outcome, you
may apply for
your complaint to
be reviewed.
How to Make a Comment or
Complaint
We want to know what you
think – How to make a
complaint or comment
Complaints and comments from the
volunteers, young people and families
who use our Project’s services are an
important way of learning from our
faults, and we want to use them to
keep improving our services. We will
listen to your concerns. Our staff are
committed to providing you with the
best possible service, and aim to get
things right first time. Sometimes things
can go wrong. When they do we want
you to tell us about it, so that we can
put things right as quickly as possible,
and take steps to avoid repeating
those mistakes in the future.
We also want to know when you think
we have done well, so that we can
continue to do so.
We take it very seriously if
someone is unhappy with our
services and we will investigate
any complaint we receive.
This leaflet explains what to do if you
wish to make a complaint or if you
would like to compliment or comment
on our service.
What can I comment or
complain about?
You may wish to make a complaint or
comment about any matter relating to
our staff or the service provided by the
Project, including:
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actions or behaviour of a
befriender, staff member or
another young person;
time taken to deal with a matter;
decisions made by a staff
member or member of the
management team;
anything at all which is causing
you concern.
How can I make a comment
or complaint?
You can make a comment or complaint
by:
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talking to your Project Coordinator or another member of
staff in person or by telephone;
telephoning the Project office;
writing to us or sending a fax
(contact details below);
emailing us (contact details
below);
having someone contact us on
your behalf.
It is our preference in all instances that
a comment or complaint is made to use
in writing, as this avoids potential for
any misunderstanding. However, if it is
made in person or by telephone we will
listen to what you have to say and do
our best to resolve any problem. In
such instances, we may write to you
and ask you to confirm our
understanding of the complaint.
We would strive to ensure that your
concerns are resolved efficiently and
effectively by speaking to your Coordinator. If, however, you feel that
such an approach is not appropriate, or
not the way you want to deal with it,
then we would like you to write to your
Project Co-ordinator’s line manager
who will decide who would be the best
person to deal with your concerns.
Any complaint in writing should be
addressed to:
The Chairperson
South Ayrshire Befriending Project
4a Citadel Place
Ayr KA7 1JN
Email: [email protected]
Fax: 01292 264555
What should I include in a
complaint?
It would be helpful for us in dealing
with a complaint if you could include
the following information:
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what happened, date of incident
and where it happened;
what you think has gone wrong;
what you would like us to do
about it;
details of any previous contacts
or correspondence with us
about the complaint;
a daytime telephone number for
you;
the address and postcode to
which we should send our reply
to you.