Complaints Policy

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.

Complain about how we handled your personal data

If you are unhappy with the way the we have handled your personal data, please use this form to tell us about your complaint

If you make a data protection complaint, you will be asked to provide us with some personal information about yourself, such as your name and email address.

This is primarily to help us to respond to your complaint and to allow us to identify you if you contact us again. We will also record any other personal information about you and others that you may provide to us as part of your complaint.

When we receive your complaint, we may share your data with relevant teams as needed for investigation. To find out more about how and why we use personal information and who to contact if you have any queries about this, please see our privacy notice

We will acknowledge your complaint within 30 calendar days on receipt. Where the complaint is complex, unclear and/or multiple issues have been raised, we may ask you to agree the scope of the complaint.

Please note, complex complaints may take longer to investigate.

Please complete all of the boxes below (those marked with an asterisk are mandatory).

complaint person About

Name

First

Last

Address

Postcode

Do you want to authorise another person to act on your behalf?

If so, please provide their name and contact details, including email address. (You can change this at any point by contacting us)

Have you made a complaint to us before? If yes, please provide further details

Do you have a disability or any practical needs, for example using large print, braille or a different language?

About your complaint

Today's Date

Date when the issue arose

Date when you first became aware of the circumstances giving rise to your data protection complaint

Tell us about your data protection complaint. What happened?

Tell us what you think we have done wrong in regards to the handling of your personal data.

What Can we do to put things right?

Thank you for taking the time to complete this form, we will reply to you as soon as possible