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.

Our commitment to you

Glamorgan Voluntary Services (GVS) is committed to providing high quality services. Our customers are our members, voluntary organisations and those agencies and individuals who are stakeholders in the voluntary sector. We are committed to providing our customers with a quality service and to continuously improve those services but we realise that there are times when we don't always succeed.

If you are unhappy about the services that we provide to you we want to hear about it - without your feedback we cannot improve.

How the system works

At GVS we will make sure that all complaints are logged and actioned, and we will monitor complaints to make sure that they are being dealt with.

How to make a complaint

If you are not happy about a service that you receive, it is usually best in the first instance to let the person who is providing the service know, either by telephone, letter, email or in person.

If the matter is not resolved and you remain unhappy you can make a complaint to the GVS Complaints Co-ordinator at GVS, Barry Community Enterprise Centre, Skomer Road, BARRY, CF62 9DA  

How and when we will respond

The Complaints Co-ordinator will log the complaint and make sure that it is assigned to the most appropriate person. You will be sent a letter confirming that the complaint has been received and telling you the complaint number and the name of the person who is dealing with your complaint.

We will acknowledge any e-mailed complaints within 5 working days of receipt. Postal correspondence will receive an answer or acknowledgement within 5 working days. We will aim wherever possible to send you a full response to your written complaint within 10 working days of the acknowledgment.

What we promise to do to help resolve your complaint

Your complaint will be dealt with in a professional and confidential manner.

Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. 

If you are not satisfied with the outcome

If you are not satisfied with the outcome let the Complaints Co-ordinator know. The Co-ordinator will refer the matter to a Senior Officer, the Chief Executive Officer, Trustee(s) or the full GVS Board of Trustees as appropriate. Their decision will be final. 

Acting on results

We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again. 

Your voice

We hope you agree that most of the time we do provide a good quality service. We value all feedback from our customers and would also like to hear from you about what you think we do well.