INTERLINK

COMMENTS AND COMPLAINTS PROCEDURE

Interlink aims to provide quality services for its members and other bodies with whom it is working.

We try to ensure that:

• We deal with everyone in a helpful and polite manner
• The information and advice that we provide is correct and up to date
• Our premises are welcoming, clean, tidy and fit for purpose
• Our policies, objectives and services are appropriate and acceptable to our membership

COMMENTS

You may have comments or suggestions, whether good or bad about our work and services. If you do have suggestions to make, we want to hear from you. This can be done in person by telephone or in writing. If you have a comment or suggestion about our work, you should raise it with the members of staff with whom you are dealing or with the Chief Executive Officer. If you do not know who this is, we will be please to give you this information if you contact us.

COMPLAINTS

There may be occasions when people wish to complain about some aspects of Interlink’s staff, work or policies. We are keen to know if things go wrong and it is an individual’s right to complain if they do. We respect this right and it is our responsibility to help you do this, to listen, and to give answers.

The Procedure we have established for dealing with complaints from member organisations, other bodies and the general public is as follows:

Stage 1

If you do need to complain, we hope that this can be dealt with informally and promptly by the member of out staff you are dealing with. You should raise the matter with the person concerned, stating clearly that you are making a complaint, and every effort will be made to resolve the matter quickly and informally. You will be kept in touch with the progress and informed of the outcome.

Stage 2

If it is difficult to raise the matter with the member of staff with whom you have been dealing, or if you have done this and are dissatisfied with the outcome, or if you feel that the matter is too serious to be dealt with informally, you should write to the Chief Executive Officer of Interlink to make the formal complaint, setting out the details. You will be contacted by the Chief Executive Officer to acknowledge receipt of your letter and to establish what action was taken under Stage 1, if appropriate. The Chief Executive Officer will make arrangements to meet with you to discuss your complaint further. The matter will be investigated as quickly a possible, and we will keep you informed of progress and the outcome. The Chairperson of Interlink will be informed of the nature of complaint and any proposed course of action.

Stage 3

If you are not satisfied with the outcome of Stage 2, you should write to the Chief Executive Officer setting out the reasons for your dissatisfaction with the outcome of Stages 1 and 2. Your letter will be considered by Interlink’s Chairperson who will consider how the complaint should be resolved. The Chief executive Officer will then write to you with details of any action Interlink intends to take.

If your complaint concerns Chief Executive Officer of Interlink, and it has not been resolved to your satisfaction in Stage 1, you should write to Interlink setting out the details of your complaint, addressing your letter to the Chairperson and marking the envelope ‘Private and Confidential’.

SCOPE AND PROCEDURE

This procedure is principally designed to deal with comments of complaint about services and activities organised by Interlink’s staff. Member organisations may with to raise other concerns which fall outside the scope of this procedure- For and example relating to polices adopt by the organisation, the conduct of members of the Executive Committee, the conduct of general meetings. If you wish to raise such a matter which is outside the scope of this comments and complaints procedure, this could be discussed with the chief executive office or Interlink who will advise you of the arrangements set out in the Constitution and other procedures to enable your concern to be properly considered.

CORRESPONDENCE

Any correspondence should be addressed to:

The Chairperson or Chief Executive Officer, Interlink, 6 Melin Corrwg, Cardiff Road, Upper Boat
PONTYPRIDD CF37 5BE
Tel: 01443 846200                  Email: sjames@interlinkrct.org.uk

Comments and Complaints Procedure January 2016