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Complaints Procedure
VCA wants to give the best possible service but we know that we don't get
it right all the time. By making a complaint you can help VCA to improve our service and give us an opportunity to put
things right.
Step - by - step
guide to our complaints procedure
If
you feel able to you can contact the person that dealt with the matter you are concerned about and explain to them - what it is that has gone wrong
- how you think it could be put right
- how you think this situation could
be avoided in the future.
If you don’t feel that you can speak to the person that you have a complaint against then
you can contact the VCA manager by telephone 01330 825794 or by emailing info@vcaberdeenshire.org.uk. You can arrange to speak with the manager over the telephone or arrange a meeting to discuss your complaint
face-to-face.
VCA will listen to your complaint, investigate what happened and let you know the outcome of the investigation.
In order to ensure that we have gathered all of the necessary information VCA asks that you allow us 14 days to investigate
and get back in touch with you to let you know the outcome.
If you are still not satisfied then you can take your complaint
to the Board of directors. This is best done in writing either in a letter or an email addressed to: south@vcaberdeenshire.org.uk. You should outline the complaint, the actions
that you have taken to date to resolve the situation, how you think it could be put right and how you feel that VCA could
prevent this happening again.
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