Many of our service improvements have come from suggestions made by the people we support and work with. Your views are very important to us. If you think there is something that we could do better or something you are unhappy about, please share this with us. We welcome your feedback.
What is a Complaint?
A complaint arises if in some way you are unhappy about our service.
A complaint may be made verbally or in writing, however, if your complaint is made verbally you will be asked to put it in writing.
We will deal with your complaint positively and constructively as we regard this as an opportunity to improve our service to you.
Complaints Process
Firstly please raise any complaint with the Operations Manager. We want to deal with any complaint as quickly as possible and we hope that most complaints can be resolved immediately.
If you are not satisfied with the Operation Manager’s response you should write to the CEO of Stirling Carers Centre at Kintail House, Forthside Way, Stirling, FK8 1QZ, marking your envelope “Confidential”.
In both cases above you will receive a full response within 10 working days, or if some matters require more detailed investigation, a timescale for a full response will be discussed with you. All complaints will be thoroughly investigated, and we will respect your confidentiality at all times.
If you are still dissatisfied and you want to seek further resolution, you should contact:
The Scottish Charity Regulator (OSCR)
Web: www.oscr.org.uk
Tel: 01382 220 446
The Scottish Public Services Ombudsman
Web: www.spso.org.uk
Tel: 0800 377 7330
If your complaint is about our fundraising practice, please contact:
The Scottish Fundraising Adjudication Panel
Web: www.goodfundraising.scot
Tel: 0808 164 2520
Making a Complaint
You can also request a hard copy of our official complaints form by calling 01786 447003, or call and ask to speak to the Operations Manager to make a verbal complaint.
