Complaints Procedure

Glamorgan Voluntary Services (GVS) is committed to providing high quality services to its members and users. We welcome any comments that may help us to maintain or improve our service.

Despite our best efforts there may be occasions when members and users wish to complain about some aspect of work undertaken by the staff or Trustees of GVS. We are keen to know if things go wrong and to put them right as soon as possible. Our aim is to ensure that complaints are dealt with quickly and courteously.

The procedure detailed below explains what you should do and whom you should talk to if you are unhappy with the services we are providing.

For Complaints Against Staff

STEP 1

Approach the Chief Executive Officer by telephoning 01446 741706 to discuss the matter. A meeting will be arranged at your convenience and the complaint will be investigated. The Chief Executive Officer will inform you of the outcome of your complaint in writing within 5 working days of that meeting.

STEP 2

If the matter has not been resolved to your satisfaction then the complaint should be referred in writing to the Deputy Chair of GVS’ Board of Trustees who will call a special meeting of a Human Resources Sub Committee. You will receive a written reply from the Deputy Chair within 10 working days of the meeting explaining the action we intend to take.

STEP 3

If you are not satisfied with the Sub Committee’s decision, contact the Chair of the Board of Trustees within 10 working days of receiving the decision. The Board of Trustees, without the members of the Human Resources Sub Committee present, will review your complaint at its next scheduled meeting. You may attend the meeting to express your concerns or you can put them in writing to the Board c/o the Chair.

You will receive a written reply from the Chair within 10 working days of the meeting informing you of the Board’s decision.  The decision of the Board of Trustees is final.

If your complaint concerns the Chief Executive Officer then the matter should be referred in writing to the Deputy Chair of the Board of Trustees who will deal with it by following the procedure from Step 2.

Points of contact to pursue the procedure

  • Chief Executive Officer (Step 1)
  • Deputy Chair: Board of Trustees (Step 2)
  • Chair: Board of Trustees (Step 3)

 

For Complaints Against Trustees

 

Step 1

Approach the Chief Executive Officer by telephoning 01446 741706 to discuss the matter.

Step 2

A meeting with the Deputy Chair of the Board of Trustees (or the Chair if the complaint is against the Deputy Chair) will be arranged at your convenience and the complaint will be investigated. The Deputy Chair/Chair will inform you of the outcome of your complaint in writing within 5 working days of that meeting.

Step 3

If you are not satisfied with the Deputy Chair/Chair’s’ decision, contact the Chair of the Board of Trustees within 10 working days of receiving the decision (if the Chair is already involved in the process then another Trustee will be appointed to Chair the meeting). The Chair or the appointed Trustee will call a special meeting of a Human Resources Sub Committee. You may attend the meeting to express your concerns or you can put them in writing to the Chair or appointed Trustee.

You will receive a written reply from the Chair or the appointed Trustee within 10 working days of the meeting informing you of the decision. The decision of the Human Resources Sub-Committee is final.

Points of contact to pursue the procedure

  • Chief Executive Officer (Step 1)
  • Deputy Chair/Chair : Board of Trustees (Step 2)
  • Chair/appointed Trustee: Board of Trustees (Step 3)

 

Glamorgan Voluntary Services

Barry Community Enterprise Centre

Skomer Road

Barry

CF62 9DA              

Tel: 01446 741706