Tel: 020 7424 9990
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Comments
and Complaints
Volunteer Centre Camden (VCC) is an independent voluntary organisation, which promotes, develops and supports volunteering in the Borough of Camden.
VCC is always pleased to hear of your experiences of using the services and facilities we have to offer, and where suggestions for development are made, will do all we can to consider and implement these. However, anyone who uses VCC’s services also has the right to complain about their treatment by a member of staff, volunteer or management committee or if they are not happy with the quality of the service they have been given. If such a complaint should arise, VCC will ensure that it is dealt with quickly and efficiently. If you should wish to make a complaint, the procedure to follow is set out below:
The vast majority of queries or problems, which may occur from time to time, can be dealt with immediately by talking it over with a member of VCC’s staff. We hope that discussing the matter will be sufficient to resolve matters to your satisfaction. However, should it not be possible to come to an agreement through informal discussion, you may want to take the matter through VCC’s formal complaints procedure by following the stages set out below:
a) Send your complaint in writing, or on tape if you prefer,to VCC’s Director at: Volunteer Centre Camden
299 Kentish Town Road
London NW5 2TJ
Tel: 020 7424 9990
If the complaint is against the Manager, write or put on tape, to the Vice Chair at the address above. The Manager/Vice Chair will respond in writing, or on tape if you prefer, within 10 working days of receiving the complaint. A copy of the complaint and response will be presented to the following Management Committee meeting.
b) If after Stage 1a) you are still not satisfied, VCC can offer a mediation service.
MediatMediation
In this instance, locally trained community mediators will visit both yourself and VCC. They are not there to take sides, judge or blame anyone. They will offer both parties an equal opportunity to sort out what the problems are, and will then offer a joint meeting with all parties to help them reach a voluntary agreement. This service is offered voluntarily and VCC will not insist on its use if you do not wish to use it.
If you do not wish to take up the offer of mediation, or are not happy with the outcome of Stage 1a) or b), you can ask for your complaint to be referred to a Complaints Panel. The complaint should be in writing, or on tape if you prefer, and submitted within 21 days of Stage 1 above. The complaint will be taken to the following Management Committee meeting at which a complaints panel of 3 people will be convened. The Complaints Panel will meet within 10 days of the Management Committee meeting. You will be invited to attend this meeting and may bring a friend, advisor or advocate for example staff at Citizens Advice Bureau (details of your nearest CAB are usually given in the Thomson Directory) with you. You will be asked to leave the room while the Panel comes to a decision.
If you are not satisfied with the decision of the Complaints Panel you can appeal in writing, or on tape if you prefer, to the Chair of the VCC. The decision of the Chair will be given to you in writing or on tape, within 14 days of receiving your complaint and will be a final and binding decision.
At all the above stages, the time limits can be altered by mutual consent.
This does not affect your statutory rights.
Any complainant or complaint will be treated with the strictest confidence. Only those people involved in the complaints procedure will be informed of its progress and outcome.
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