Complaints

LDCVS aims to provide the best possible advice, support and services to voluntary groups and individuals that use our services. We recognise that from time to time, an individual or organisation may feel dissatisfied with the support or service(s) they have received or may wish to raise a matter of concern.

LDCVS takes such concerns seriously and will approach complaints responsibly taking on board any learning and amending policies, practices and approach accordingly.

Complaints or concerns should be made directly, where possible, to the member of staff or volunteer concerned or a senior colleague in the first instance. They may be able to resolve the issue immediately, and if not they will give you a timeline for resolution or a further response.

If this does not lead to a satisfactory outcome, you are entitled to refer the matter to our Chief Officer or Chair of Trustees, using Stage Two of our Complaints Policy.

To find out more about how to do this and what you can expect, view the Complaints Policy, Procedure and Privacy Notice here.