The purpose of the informal complaint process is to encourage a person who has a complaint to speak directly with the individual or the manager of the service involved and to resolve the complaint locally and informally (Contact details for Regional Offices are available Here).
Most problems can be resolved at this stage with good will and a calm, fair and objective response. Where a person makes an informal complaint in person, by phone, or email, relevant details will be taken and recorded by the person contacted in the first instance. Where possible an explanation, further information and / or an apology will be offered to resolve the complaint at this time.
If the complaint cannot be resolved at this point, contact details for the individual will be recorded and arrangements made to contact them with an initial response at a convenient time will be made.
If the complaint relates to a volunteer, staff member or service other than person contacted, the person taking the complaint will offer to pass on the person’s comments and ask the person if they wish to be contacted by the relevant party directly. If they agree, their contact details will be passed on to the relevant Conference or Service.
If the complainant does not wish to be contacted directly by the person against whom they have made the complaint, this will be noted, and a record of their complaint will be passed to the relevant Conference President or the manager of the service. The Conference President or the manager of the service will contact the person by phone or in person, if agreed, to hear their complaint.
Where possible an explanation, further information and / or an apology will be offered to resolve the complaint at this time. If the complaint is resolved satisfactorily at this point, no further action is required.