We will try, wherever possible, to resolve your complaint informally. Upon making a complaint, you may be contacted by a member of staff to obtain more information, discuss your complaint and resolve the issue if possible. If for any reason, you are not satisfied with the outcome, your complaint may be investigated using the formal procedure.
Formal Procedure – Stage 1
If you make a complaint using the formal complaints procedure, you will receive written confirmation within 3 working days of us receiving your complaint and the relevant Manager will issue a written response within 10 working days.
Formal Procedure – Stage 2
If the first response is not satisfactory, you can contact the Director of Operations/Chief Executive* within 21 days from when you receive the response in Stage 1. They will investigate your complaint further and you will receive another response within 20 working days from when you make contact.
*The Chief Executive will only be the contact person if the Director of Operations was already the Manager involved in Stage 1.
Formal Procedure – Stage 3
If the second response is not satisfactory, you can contact the Chief Executive/ Chairperson* within 21 days from when you receive the response in Stage 2. They will look into the case and make a detailed investigation. You will receive a response within 25 working days from when they receive your complaint.
*The Chairperson will only be the contact person if the Chief Executive was already involved in Stage 2.
You can contact the Director of Operations, the Chief Executive or the Chairperson at the above address. If, for any reason, your complaint is going to take longer than indicated to resolve, you will receive an explanation for the delay and a new target date by which you should get a full response.
Once you receive a written response to your complaint, you will have 21 days to respond and escalate the complaint if desired. If you do not respond within 21 days, it will be deemed that you have accepted the response given.
Taking your complaint further
If you are not satisfied with the final response from Volunteer Now, you may report the complaint to the relevant external statutory body. Which body you report to will depend on the nature of the complaint, e.g. Charity Commission, Northern Ireland Audit Office, Equality Commission, Information Commissioner’s Office, etc.
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