Complaint Policy

A guide to our complaint Policy

We take all concerns and complaints seriously as they provide us with opportunities to improve and maintain the high standards we strive to achieve.

We recognise that we sometimes get things wrong. Your feedback will help us to resolve mistakes faster and learn how we can do things better to improve quality

What is a complaint?

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

This policy covers complaints about:

  • the standard of service we provide
  • the behaviour of our staff
  • any action or lack of action by our staff affecting an individual or group
  • any unfair treatment of stakeholders by members of our staff

What will happen after I complain?

Individuals who are unable to submit their complaint through the Comments, Complaints form on the website or in writing e.g. because of a disability, should call the RCC Volunteer Administrator on 07872059085 or 07838360979.

All web complaints are recorded centrally and sent to the Human Resource Advisor and Chief Executive for response. RCC aims to respond within 10 working days of receipt. complaints are passed to the staff member concerned and copied to their manager.

Occasionally complaints are received which are malicious or vexatious, for example multiple complaints from the same person about the same or similar issues. In some circumstances RCC will refuse to respond any further (or at all) to such complaints.

Customers who are unhappy with the response to their complaint can write to the RCC Chief Executive Officer at the address above.

Customers who remain dissatisfied may as a final stage ask the RCC Chief Executive (address as above) to review the case. However, if the matter affects the Chief Executive, it will be progressed by the Chairperson or an elected RCC Board Member.

RCC will do it’s very best to resolve all complaints raised.

You may email us at [email protected] to request our complaints policy.

Wherever possible, RCC will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may, however, be occasions when RCC cannot provide absolute confidentiality. This may, for example, arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances, RCC’s safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned about the safety and welfare of service users.

We will handle information in line with the Data Protection Act.

Tweets from RCC