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Our complaints procedure
The Association aims to provide a good quality service to the people of the local community, but it accepts that sometimes, things can go wrong! When this happens we want to know about it. When something goes wrong, we want to make sure that, if possible, it does not happen again; where we have made a mistake, we want to know so we can put it right.
What to do
The sooner the Association knows about a complaint, the sooner steps can be taken to rectify the situation.

  • Wherever possible make your initial complaint to the most obvious member of staff i.e. tutor, office staff .

Every effort will be made to sort out your complaint at this stage. If this is not possible, or your complaint is about a member of staff, you will be asked to complete a complaints form, which are available from any of our sites, and enclose it in an envelope marked for the attention of the Business Manager.

  • Alternatively, you can contact the Business Manager via telephone at our Community Office. Complaints will receive a full response within 14 working days, or you will be contacted to be informed if resolving of the complaint is taking longer.
  • If you are not happy with the response to your complaint, then you can contact the Community Office and you will be advised of how to proceed further as detailed in the full version of our complaints procedure.

A full copy of our complaints procedure is available from the Community Office which you can request to see at any time.