Complaints Procedure
We hope that CAN’s work will never give you cause to complain about our agency. All CAN staff work within a clear set of policies and procedures. Nonetheless, anyone affected by CAN’s work has the right to make a complaint over any aspect of activity. However, before submitting it formally we ask you to think carefully about exactly what you are concerned about, if necessary with another person to advise you, so that it is clear to us what is wrong.
1. If you wish to make a complaint, you may either do this informally or formally.
Informal Complaint
If you wish to make an informal complaint you should ask to speak to the relevant Area Manager. The Area Manager will be able to informally help identify what is concerning you. If you are not satisfied with the response, you may wish to proceed formally.
Formal Complaint
If you wish to proceed formally, you should set your complaint down as clearly as possible and send it to;
The Chief Executive
CAN’s Head Office
Denmark House
8 Billing Road
Northampton
NN1 5AW.
Complaints about the Chief Executive should be addressed to the Chair of CAN’s Management Committee at the same address. If you want help making a complaint, contact CAB or other similar organisations who will do this.
2. We will endeavour to acknowledge your compaint within 7 working days of receiving your complaint.
3. Your complaint will be investigated by an appropriate senior member of staff who will look at the facts of the case within fourteen days of the original complaint in order to make a decision about what to do about your complaint.
The following action may be taken:
Either:
The Chief Executive or Chair will make a reply to the complaint, stating their view and what action may be taken. If you find this reply inadequate then you can request that it be reconsidered.
OR
You will be contacted if further clarification is needed and, if necessary, a meeting will be held with the Chief Executive.
Following this you will receive a formal reply within ten days. Should the need for disciplinary action of a staff member or volunteer be identified, the disciplinary policy will be put in motion. You will be informed of the action taken as a result of your complaint, but not of the specific outcome of any disciplinary action (this is for reasons of confidentiality).
If you are still not satisfied with the response to your complaint, you have the right to make your complaint to one of our overall funding bodies. We will advise you how to contact their appropriate department.