External Complaints Procedure

Introduction

It is our policy to address any complaints received relating to services we provide, our colleagues or the administration of Volunteer Scotland, efficiently and in a timely manner.

This Policy applies to complaints from external stakeholders, including users of our services, partners, and members of the public.

We recognise that concerns and complaints provide an opportunity to improve.

This Policy sets out how we handle complaints in a fair, transparent, timely, and confidential manner.

Commitment

We aim to provide consistently high levels of service to all users and believe in treating every customer as an individual. You can expect that in dealing with Volunteer Scotland that:

You will be treated with respect, fairness and courtesy
Your enquiry will be dealt with promptly, efficiently and impartially
You will have full access to the advice, support and guidance you require
We will keep you informed of the progress of your submission
- We will make reasonable adjustments, where required, to ensure that our complaints process is accessible to everyone
- Should you be dissatisfied with the service you experience you receive, we will investigate your concerns and respond in line with this procedure
- You will not be disadvantaged for raising a concern or a complaint
- We will use learning and feedback to continuously improve our services

Complaints Procedure

We recognise that from time-to-time service users may be dissatisfied with the service they have experienced. Your feedback and comments are important to us and we will always try to address your concerns directly with you.

Should you feel that the matter necessitates a written complaint, or we have not resolved your issue without the need for a written complaint then the procedures outlined will be followed:

You should complete our External Complaints Form (Appendix 1) outlining the nature of your complaint.

- This should be submitted by email, post or other agreed method to our HR Manager who responsible for receiving and logging complaints and ensuring they are directed to the appropriate person for investigation (details on how to do this are included on the Form). Complaints concerning the HR Manager, Chief Executive or Trustees will be managed as set out in the policy section “Specific Complaints Not Covered by the Procedure Above”.
- Your complaint will normally be acknowledged within 5 working days of receipt, however, we may seek further information from you at this stage regarding the circumstances of the event.
- We will assess your complaint to determine the best way to deal with it and identify the issues to be investigated. We may need to contact you during this time and your cooperation will be important in order to complete the investigation.
- We will normally respond to you, and provide you with an outcome, within 15 working days. However, where it is not possible to do this, we will advise you of progress and when a response is likely.
- Outcomes may include an explanation, apology, corrective action, service improvement, staff learning, or a decision that the complaint is not upheld.

If you are not satisfied with the outcome, you will have the right of appeal to the Chief Executive who will consider all facts. The outcome of the appeal will normally be communicated to you within 15 working days. Where this is not possible, we will advise you of progress and when the outcome of your appeal is likely.

We are committed to accessibility. If you require support (eg alternative formats, or assistance completing your complaint), please let us know and we will make reasonable adjustments.

By emailing us at: HR@volunteerscotland.org.uk

Writing to us at: Jubilee House, Forthside Way, Stirling, FK8 1QZ

Telephoning our office: 01786 479593

Complaints will be handled without discrimination and in accordance with our commitment to equality, diversity and inclusion.

Specific complaints not covered by procedure above

Complaints About Volunteer Scotland Disclosure Services

If your complaint is regarding the handling or dealing with specific confidential disclosure information relating to the Protection of Children and vulnerable adults then this should be dealt with by the sub process which we have in place for our Disclosure Services which can be accessed via this link Disclosure Services Complaints Procedure.

Alternatively, please contact the office on 01786 849777 to discuss with the Disclosure Services Manager.

Complaints About Staff or Trustees

Any person who is the subject of a complaint will not be responsible for investigating or determining the outcome of that complaint.

Complaints about staff members should be directed to the HR Manager.
Complaints about the HR Manager should be directed to the Chief Executive
Complaints about the Chief Executive should be directed to the Chair of the Board
Complaints about a Trustee should be directed to the Chair, or Vice Chair if the complaint concerns the Chair~

These complaints will be handled in line with relevant governance policies and procedures.

Complaints about Data Protection

Where your complaint relates to data protection or the handling of personal data, we encourage you to allow us the opportunity to investigate and respond before escalating this to the Information Commissioner’s Office (ICO). Please contact the HR Manager in the first instance by emailing, telephoning or in writing as described above.

Complaints about our Fundraising Activities

Complaints relating to our fundraising activities are managed under our separate Fundraising Complaints Policy. Please contact our HR Manager if you require a copy of this.

We will log and monitor all complaints and the outcomes of such complaints. We will use the information to help us improve our services.

External Review

If, after completing all stages of the process outlined within this Policy, you remain dissatisfied, you may have the right to seek independent external review.

Depending on the nature of your complaint, this may include:

The Office of the Scottish Charity Regulator (OSCR)
The Information Commissioner’s Office (ICO), where the complaint relates to data protection
The Fundraising Regulator, for complaints relating to fundraising activity

We encourage you to complete our internal complaints process first, as many issues can be resolved more quickly and effectively at this stage. Where appropriate, we will provide guidance on relevant external bodies should you wish to pursue the matter further.

Data Protection (GDPR) – Your Data

Volunteer Scotland will process personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Information provided in your complaint will be used solely for the purpose of investigating and responding to your concerns. Your data will be handled securely and confidentially and will only be shared where necessary to carry out a fair investigation. Complaint records will be retained in line with our data retention policy.

As detailed above, if you have a concern about how your personal data has been handled during this process, we ask that you raise this with us in the first instance so that we can investigate and resolve the issue.

If, after completing our complaints process, you are dissatisfied with our response, you have the right to raise your concern with the Information Commissioner’s Office (ICO).

Monitoring and Learning

We will:

Record and monitor all complaints
Analyse trends and recurring issues
Report findings to senior management and the Board (where appropriate)
Use learning to improve services, policies, and staff training

Further Questions or Guidance

If you have any questions or require any assistance with this procedure, please contact the HR Manager HR@volunteerscotland.org.uk (Tel 01786 479593)

Date of implementation: August 2014
Date of review: July 2026
Date of next review: July 2028

External Complaints Form

Please download the External Complaints Form (Word Document) via the button below and return to Katrina Imrie, HR Manager. Contact details provided on the form.