Comments, Complaints and Compliments Policy

This policy is for complaints, suggestions, ideas and question marks about things.

A query/complaint can be made to the Coordinator or to any Trustee.

Queries and complaints can be:

• 1. made verbally by phone or in person
• 2. put in writing and put in the compliments and complaints box (located in the OPAL office or posted to the OPAL office. Download this as a PDF form or as a Word Document.
• 3. sent as an email to the coordinator (admin@opal-project.orq.uk)
• 4. complete the online form shown below.
   

The Coordinator or Trustee receiving the query/complaint will consider it immediately and try to resolve the problem or answer the query.

If the problem/query is resolved, the Coordinator or Trustee dealing with it must communicate this in writing to all parties concerned and report the query/complaint and action taken at the next committee meeting.

If the Coordinator or Trustee is unable to resolve the problem, he or she will ask for the query/complaint to be put in writing (if it isn't already) and pass it to the Management Committee at the next committee meeting for further investigation. Meetings are held approximately every 6 weeks. The individual making the complaint will be advised of the date of the next committee meeting.

At the committee meeting, the trustees will make their decision and it will be communicated in writing to everyone involved within 7 working days after the meeting.

Any queries/complaints must be recorded and filed in case of any future repercussions

Older People’s Action in the Locality (OPAL)

Registered charity number 1094919