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Complaints Procedure

If you are not happy with any of our services, please let us know.

Basildon Billericay and Wickford Council for Voluntary Service aims to provide members, individuals and organisations with the best possible service.  However, there may be times when you feel we have fallen short of the high expectations we have of our work.

Your continued involvement and goodwill is of great value to us.   If you have a complaint, we would like you to tell us about it.  This is how to make a complaint.

Step 1. You can make the complaint in person, in writing, or by telephone followed up by letter marked Private and Confidential to the Chief Officer, who will acknowledge receipt of your complaint within 7 days of receiving it.  If you need an interpreter or advocate to help make your complaint, let us know, and we will arrange this for you.  If the complaint is about the Chief Officer, you may contact the Chair who will nominate a person to deal with the complaint.

Step 2. The Chief Officer, in consultation with one of the officers of the executive committee, will investigate the circumstances leading to the complaint.

Step 3. The Chief Officer will communicate the outcome of the investigation to you within a reasonable time, normally 28 days.

Step 4. If you are unhappy with the outcome of the investigation, you have the right to put your case in person to a specifically appointed panel of the executive committee.  This panel will not include anyone involved in the earlier stages of the complaint.

Step 5. Where the complaint is upheld (at either step 3 or 4) the CVS will give you a written apology signed by the Chair of the committee and state what action will be taken.

Step 6. The Executive Committee will be regularly informed by the Chief Officer of the number, nature and outcome of any complaints.

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