Complaints Procedure

Ryedale Voluntary Action aims to provide its members, organisations and individuals with the best possible service.

 

However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fell short of what they could reasonably expect.

 

Your continued custom and goodwill is greatly valued by us and therefore if you have a complaint to make, we would like you to tell us about it.

 

This is what you should do:

• The complaint should be made in person, by telephone or in writing to the Chief Officer who will acknowledge in writing within 7 days the receipt of any complaint.  (If your complaint is against the Chief Officer, you should make your complaint in writing to the Chair of RVA)
• The Chief Officer shall – in consultation with the Chair of the Board of Trustees – undertake to investigate the circumstances leading to the complaint.
• The Chief Officer shall communicate the results of the investigation to the complainant within a reasonable time – normally 21 days, and, if required, make appropriate redress.
• The complainant shall have the right  - if dissatisfied with the results of the inquiry to put his/her case personally to the Board of Trustees, who will consider the issue and determine the appropriate form of redress should this be considered necessary.
• The Board of Trustees shall be regularly informed by the Chief Officer of the number and nature of any complaints and the outcome.