Complaints Policy

Complaints Policy


  1. Introduction


1.1.The Furniture Project recognises that anyone having dealing with them have a right to complain about the service provided and for the complaint to be dealt with fairly.

  1. Aims of the Policy


2.1.To ensure that any complaints about the Furniture Project, its work, or its staff are dealt with correctly and swiftly

2.2.To ensure that any problems highlighted by complaints are dealt with promptly.

2.3.To ensure that people working with the Furniture Project receive the best service possible.

2.4.To provide the Furniture Project with a record of any problems that have happened in the past

  1. Application of the Policy


3.1.All complaints about the Furniture Project, its work or its staff should be received in the form of a letter addressed to the Manager with a method of contacting the complainant. Anyone using the telephone or email to complain should be informed of this. All complaint letters should be clearly marked.

3.2.On receipt of a complaint the Manager should reply immediately acknowledging receipt of the complaint (within 3 days) and giving a time span in which the complaint will be dealt with, the length of which will depend on the nature of the complaint, but will usually be 7 days.

3.3.The Manager should then make a note of the complaint along with the plan of action for dealing with the complaint, which should be kept on file for a period of 3 years.

3.4.For more serious complaints the Manager refer to the Board of Trustees so they can elect a small committee to look into the complaint and suggest solutions

3.5.On occasions where the complaint is about an employee this should be referred to their line manager to take the appropriate action as part of a disciplinary procedure, and the employee should be made aware of their rights to give their version of events.

3.6.Once the Manager or elected committee has come to a decision about the action to be taken they should send a reply to the complainant and act on the decision made

3.7.If the complainant is not satisfied with the decision of the Manager they should contact the Convener immediately.

  1. Updating and amending

4.1.This policy shall be reviewed annually

4.2.This policy was last updated 31-07-12

Contact Us

If you have any comments or queries please don’t hesitate call into our offices or contact us:

Furniture Project (Stranraer)
Hillside Drive
Wigtownshire DG9 7PW

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Tel: 01776 707 375
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Our opening hours are:
Monday – Saturday
9am – 5pm