Principles
Glasgow Council for the Voluntary Sector (GCVS) aims to ensure excellent customer relationships at all levels and provide high-quality, accessible services to its members and others who seek its help and support. As part of this commitment, we have established a complaints procedure to tell us when we haven’t met expectations.
Complaints will be dealt with in confidence, in accordance with our compliance with our Confidentiality Policy.
Examples of causes for complaint
You may wish to raise a complaint if you feel:
- You have been unreasonably or unfairly refused a service
- You are dissatisfied with the quality of any GCVS service
- You are unhappy with how GCVS staff have behaved or how they are treated you
- You want to challenge a decision, statement or action of GCVS.
These are examples and you may make a complaint which isn’t covered by one of the above.
Making a Complaint
Solving the problem informally
As a first step, it is best to speak to someone in the responsible department who may be able to solve the problem informally with you. You should therefore, contact GCVS directly on 0141 332 2444 and you will be directed to the relevant department. If you wish to take the matter further, you need to make a formal complaint using the formal complaint procedure as detailed below.
How to make a formal complaint
- Verbally: to a member of staff. A staff member, representative or colleague, with your agreement, will then put your complaint in writing. It will then be referred to the appropriate manager within the organisation.
- In Writing: to the contact details below. It will be passed to the relevant manager who will investigate your complaint.
GCVS response to your complaint
Once you have made a formal complaint we will aim to send you a written acknowledgement within three working days.
We will normally provide you with a written response to your complaint within two working weeks with a full explanation and details of how GCVS proposes to remedy the situation if appropriate. If a written reply is inappropriate or insufficient you will be offered the opportunity to meet with the staff concerned along with the line manager or Chief Executive, to discuss the matter in detail in an attempt to meet a satisfactory outcome.
You will be informed in writing of the outcome of any such meeting, normally within two working weeks of the meeting. The response will inform you of the outcome of your complaint.
It may not always be possible to commit to the prescribed timescales, if for example the complaint is complicated or relevant people are on annual leave. However should this be the case, our aim is to write to you to explain and let you know when we are able to give you a full response.
Additional Information
Complaints about the Chief Executive should be made to the Chairperson of the GCVS Board. You can get contact details for the Chairperson by contacting us at the details below.
Making an Appeal
If you are not satisfied with the outcome or response to your complaint you may appeal in writing. This should be sent to the contact details on the front page. The appeal will be dealt with by somebody separate from the original complaint. Ideally you will make your appeal within twenty-eight days of receiving the outcome of your complaint.
When you appeal we will aim to follow the timelines above, with appeals normally expected to be responded to within three weeks.
Confidentiality
All investigation records will be stored confidentially.
If you have difficulty reading or understanding this procedure, please contact us.
A copy of this policy can be downloaded here and is also available in large print, on tape or can be made available in different languages.
Contact Details
Glasgow Council for the Voluntary Sector
44 Ashley Street, Glasgow, G3 6DS
Tel: 0141 332 2444
Email: information@gcvs.org.uk
