Pillar Kincardine Policy  -  Complaints and Suggestions  -  Revised version adopted 14 December 2010

Complaints and Suggestions

Members may expect to be informed both verbally and in writing about the various activities, planning meetings and workshops taking place at Pillar Kincardine, and to have their comments, complaints and suggestions about the service taken seriously.

Forms will be available to members to make written suggestions or comments at any time.  General issues can be raised at the bi-monthly Members' Forum; with a member representative on the Board of Directors; or with one of the project workers.  But members can raise an issue privately at any time and be accompanied, if they wish, by a supporter or representative.

Concerns or complaints that cannot be dealt with informally through discussion with other members and/or with staff will be investigated by the Service Manager or a member of the Board (as appropriate) within 14 days of receipt.  A formal record will be kept both of the complaint and the outcome.

A member who is not satisfied with the outcome can speak to or write to the Service Manager and, if still not satisfied, ask for the complaint to be taken to the Board of Directors.

Pillar Kincardine Policy  -  Complaints and Suggestions  -  Revised version adopted 14 December 2010