Complaints Policy for The Borders Hub CIC

Purpose

The Borders Hub CIC is committed to providing high-quality services and maintaining a positive relationship with our community. We value feedback and aim to resolve any complaints efficiently and fairly.

Scope

This policy applies to all stakeholders, including clients, partners, and members of the community who interact with The Borders Hub CIC.

Policy Statement

We recognize that there may be occasions where we do not meet the expectations of our stakeholders. This policy outlines our procedure for handling complaints to ensure they are addressed promptly and effectively.

Procedure for Making a Complaint

1. Informal Resolution
- We encourage stakeholders to raise any concerns informally with the relevant staff member or department. Many issues can be resolved quickly through open communication.

2. Formal Complaint
- If the issue cannot be resolved informally, a formal complaint can be submitted in writing. Please include your name, contact information, and details of the complaint.
- Complaints can be sent via email to support@thebordershub.com or mailed to our office at c/o The Chapel, Glasgow road DG16 5DT

3. Acknowledgment
- We will acknowledge receipt of your complaint within [5] working days and provide the name of the person handling your complaint.

4. Investigation
- Your complaint will be investigated thoroughly and impartially. We may contact you for further information or clarification during this process.

5. Resolution
- We aim to resolve complaints within [15] working days. You will receive a written response outlining the findings of the investigation and any actions taken.

6. Appeal
- If you are not satisfied with the resolution, you can request an appeal. This request should be made in writing within [10] working days of receiving the resolution.

- The appeal will be reviewed by a senior member of our team, and a final decision will be communicated within [10] working days.

Confidentiality

All complaints will be handled with confidentiality. Information will only be shared with relevant parties involved in the investigation and resolution process.

Monitoring and Review

The Borders Hub CIC will monitor complaints to identify trends and areas for improvement. This policy will be reviewed annually to ensure its effectiveness and compliance with legal requirements.

For any questions regarding this policy, please contact us at support@thebordershub.com

Complaints Policy for The Borders Hub CIC

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