Complaints Procedure

1. How to make a complaint

Alsager Community Support would like to sort out any complaint as soon as possible and we would encourage anyone with a complaint to first seek an informal resolution before proceeding to stage 1 of our formal complaints process. Many complaints can be resolved informally. In the first instance, contact Alsager Community Support and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager who will try to sort the matter out. If you make contact in person or by phone, make a note of the name of the person you speak to.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint to Alsager Community Support in any of the following ways:

In writing to: the Manager, Alsager Community Support, 19-21 Crewe Road, Alsager, Cheshire ST7 2EW.
By email to Manager@alsagercommunitysupport.org.uk
By phone: 01270 876605

2. How we will respond

We will listen and record your complaint. We will determine the best way to deal with it and identify the issues to be investigated. We will take action to resolve the problem and tell you what the action is. We will take steps to avoid a repeat occurrence.

At all times, we will treat you with understanding and respect. All we ask is that you do the same for our staff.

Confidential information in relation to your complaint will be handled sensitively.

We are unable to respond to anonymous complaints or matters for which the charity is not directly responsible.

3. How long will it take to respond?

We endeavour to respond fully and conclusively to all complaints within 10 working days.

You will receive acknowledgement of your complaint within 3 working days of receipt. You may be contacted to make sure that we have understood your complaint properly.

Whenever possible we will deal with it more quickly, if we think it will take longer, we will let you know.

If an in-depth investigation is required, we aim to provide a response within 20 working days of receiving your complaint. An investigation will be undertaken by a Trustee of Alsager Community Support who is independent from the issues being raised. We may need to contact you during this time and your cooperation will be important in order to complete the investigation.

If we are still not in a position to make a final response within the set timescale, we will contact you to explain the reasons for the further delay and give an indication when we expect to be able to provide a final response.

Once the investigation has been completed and the appropriate response and action agreed, we will respond to your complaint with the following information:

A written response describing the details of the complaint
Comments addressing each of the violations alleged in the complaint
Explain the investigations undertaken to consider the complaint
State the findings resulting from the investigation
Explain any improvements made as a result of the complaint

4. Appeal Process

If you remain dissatisfied with the outcome of the decisions regarding your complaint, you can appeal the complaint decision.

If you wish to appeal the outcome of the decision you should do so in writing to the Chair of the Trustee Board of Alsager Community Support, setting out briefly the nature of the complaint/appeal; the steps already taken; details of the response received; and a statement as to why you remain dissatisfied.

The Chair of the Trustee Board will review all the information held relating to your complaint and will conduct further investigations if they consider that the initial investigation was insufficient.

Once the internal review is complete, you will be informed what the decision is.

5. Can you take your complaint elsewhere?

If your complaint relates to fundraising and we are unable to resolve it to your satisfaction, you can refer it to the Fundraising Regulator at the following address:

2nd floor, CAN Mezzanine Building, 49-51 East Road, London N1 6AH. Telephone: 0300 999 3407 or Email: enquiries@fundraisingregulator.org.uk

If your complaint is related to another area of our work and you do not feel satisfied you can contact The Charity Commission at the address below:

The Charity Commission, PO Box 1227, Liverpool, L69 3UG. 0845 3000 218, www.charity-commission.gov.uk