POLICY FOR DEALING WITH COMPLAINTS FROM SERVICE USERS OR MEMBERS OF THE PUBLIC
1. INTRODUCTION
The service that Victim Support Scotland provides to people affected by crime is at the centre of the organisation’s activities. The views of our users are important in helping us to maintain and improve our service. It is crucial that any complaint or dissatisfaction about the service that we have provided is dealt with swiftly, satisfactorily and treated as a high priority. Complaints are distinctive from Feedback. Feedback is when service users have no expectation of a personalised response. A formal complaint is where a complainant expects a response.
2. PRINCIPLES
In dealing with a complaint, Victim Support staff will:
1. Assist the complainant in any way possible to have the complaint communicated and understood clearly.
2. Provide a response to the complaint.
3. Establish clearly what is important to the complainant(s).
4. Ensure that issues are resolved promptly within agreed time scales.
5. Be consistent and impartial in dealing with responses.
6. Ensure that any diversity issues are understood and that this informs an appropriate response.
7. Communicate effectively with all concerned.
8. Collate and analyse all complaints so that the necessary action can be taken to avoid reoccurrence and to improve operations for the future.
9. The Head of Quality will be informed and will record, as a matter of course, of all complaints whether they are resolved at local level or not.
3. RESOLUTION
It is expected that most complaints will be resolved at local level or Area Director level. If this fails to satisfy the complainant, a formal complaint can be made to National Office, 15/23 Hardwell Close Edinburgh EH8 9RX
Victim Support Scotland, Company Limited by guarantee registered number 110185
Recognised as a charity by the Inland Revenue, Scottish Charity Number SC002138
