Newton Stewart Initiative recognises that anyone having dealings with Newton Stewart Initiative has a right to complain about the organisation and for the complaint to be dealt with fairly.
Newton Stewart Initiative is committed to providing a high level of service and aims to learn from any failing through our comprehensive complaints’ procedure.
Aims of the policy
To:
- Ensure that any complaints about Newton Stewart Initiative, its work, or its staff are dealt with correctly and swiftly.
- Ensure that any problems highlighted by complaints are dealt with promptly.
- Ensure that people working with Newton Stewart Initiative receive the best service possible.
- Provide Newton Stewart Initiative with a record of any problems that have happened in the past.
Application of the policy
All complaints about Newton Stewart Initiative, its work or its staff should be directed to the Trustees via info@newtonstewartinitiative.net or sending a letter to Newton Stewart Centre, Church Street, Newton Stewart, DG8 6ER.
All complaints will be dealt with in a confidential manner.
On receipt of a complaint the Trustees will acknowledge receipt of the complaint within 7 days and give a time span in which the complaint will be dealt with. The length of which, will depend on the nature of the complaint but will usually be no more than 30 days.
For a more serious or complicated complaint the Trustees will appoint an appropriate person (or small panel) to investigate the matter.