Complaints Procedure

Complaints Procedure

NICVA Complaints Procedure 

NICVA aims to provide high quality services to our members and to other agencies and individuals in the voluntary and community sector.  We are committed to providing a high standard of service and to continuously improving and extending what we can offer. However, we recognise that there may be occasions when things go wrong.  It is important that you tell us when this happens so that we can deal speedily with the problem you have raised.  Feedback really does help us to improve the quality of our work.

General complaints procedure

If you are unhappy about any of our services, we undertake to deal quickly and effectively with the matter.  As a first step, we suggest that you contact the member of staff concerned to see if the problem can be resolved to your satisfaction.  NICVA staff will do everything they can to put things right, including reviewing procedures to stop problems happening again.

If you are not happy with the response, or if you do not know which member of staff to contact, please follow the steps outlined:

  1. All complaints should be made to the Chief Executive or a designated person in his absence in writing by letter or email.  This will be acknowledged within three working days.
  2. The chief executive or designated person will investigate the issues raised and let you have NICVA’s response to the complaint within 10 working days.
  3. If you do not feel that the Chief Executive’s or designated person’s response is acceptable, you have the right to ask for your complaint to be referred to a complaints panel.  The panel consists of the chair or vice-chair of NICVA and two members of NICVA’s Executive Committee.  You will be advised of the date the panel meets and you may attend the meeting.  You may also bring someone with you if you wish for personal support.
  4. You will be notified of the panel’s decision within five working days of its meeting.
  5. In the case of a complaint from an individual or organisation that is not a member of NICVA, the panel’s decision is final.
  6. NICVA members are entitled to raise any issue in relation to the management and administration of the organisation at the Annual General Meeting.  NICVA’s AGMs are usually held in October.  Please contact the Chief Executive at least eight weeks before the advertised date of the meeting who will advise you on the steps to take.

 

The Chief Executive’s contact details are Seamus McAleavey, NICVA, 61 Duncairn Gardens, Belfast  BT15 2GB.  Telephone: 028 9087 7777, fax: 028 9087 7799, email: [email protected]