Complaints
It is a primary and continuing policy of the Fife Carers Centre that it will endeavour to provide a high standard of service at all times. In the event of a complaint being made against the Centre, it is essential that an investigation be carried out with promptness, courtesy, confidentiality and adherence to the following procedure guidelines.
The following process will be followed:
All complaints, whether received verbally or in writing, will be recorded.
All complaints will be acknowledged within five working days, and a formal response made within fifteen working days informing the complainant of the action taken.
Initially, complainants will be referred to the Senior Manager who will make every attempt to resolve the issue.
Should a complaint be against the Senior Manager, this should be taken directly to the Convenor of the Board of Management who will take appropriate action.
Should this prove to be unsatisfactory to the complainant, a request will be made for the complaint to be made in writing (if this has not already been done) and this will be investigated by the Board of Management.
The outcome of the Board’s enquiries, and any action taken, will be conveyed in writing to the complainant.
The person(s) against whom the complaint is made will be kept fully informed at all stages of the investigation by the Senior Manager or the Board of Management. They will have the right to respond to any allegations made against them.
You can make a complaint in any of the following ways:
By phone: 01592 205472
By e-mail: centre@fifecarers.co.uk
In-person or in writing: Fife Carers Centre, 157 Commercial Street, Kirkcaldy, Fife, KY1 2NS