Complaints Procedure – about NACCC’s services

NACCC aims to provide its members and other stakeholders with the best possible service.  However, it is recognised that there may be occasions when users of the services feel that the quality or level of service provided falls short of what they could reasonably expect.

The continued goodwill from member Child Contact Centres and other stakeholders is greatly valued and NACCC would hope to resolve any day-to –day difficulties informally and as quickly as possible.  In the first instance NACCC asks that the complainant will try to sort out any difficulties by talking to the person they think is responsible.  If they find that this approach has not worked, they may wish to make a complaint.

The more formal procedure outlined below is intended for use by member Child Contact Centres and other stakeholders who use NACCC services, where informal communications have not resolved the problem.

This is what you should do:

Stage 1: The complaint should be made by letter or email to the Chief Executive who will acknowledge it in writing within 5 working days of receipt of any complaint.

The Chief Executive, (or another member of staff in the case of absence of the Chief Executive, designated by the Chair), will look into the circumstances leading to the complaint and respond within 15 working days of the complaint being received.

If your complaint is found to be justified, the Chief Executive will agree any necessary further action with you. 

If the complaint is about the Chief Executive or a member of the Board of Trustees, or you are dissatisfied with the result of the enquiry then you should put your case in writing to the Chair of NACCC, marked Private and Confidential.

Stage 2: The Chair will investigate the complaint and send a full written reply within 25 working days or explain why further time is necessary.

Stage 3: If you are still not satisfied that your complaint has been fully dealt with you may write to the Board of Trustees who will convene an appeal panel of three other Trustee Board Members, not including the Chair.

If the appeal is found to be justified, the appeal panel will agree any necessary further action with the complainant.  The decision of the appeal is final and no further one is possible.

The Chief Executive will keep the Trustee Board informed of the number and nature of the complaints, and the outcomes at each Board meeting.

Contact:

NACCC requests that all complaints are done so in writing and requires as much information as possible to allow the investigation process to start as a matter of urgency

Stage 1:

Forward the fully completed complaints form with a deatailed expalntion of why you are unhappy with the service(s) that you have recieved.

Email:

FAO Elizabeth Coe, mark as PRIVATE AND CONFIDENTIAL and send to:

contact@nacccc.org.uk

By post:

Elizabeth Coe

Chief Executive

National Association of Child Contact Centres

5 Russell Place

Nottingham

NG1 5HJ

Stage 2:

Forward the conclusion from stage 1, a fully completed complaints form and a detailed explanation why you are not happy with the conclusion from Stage 1.

Email:

FAO Lesley Jenkinson mark as PRIVATE AND CONFIDENTIAL and send to:

contact@nacccc.org.uk

By post:

Lesley Jenkinson

Chair

c/o National Association of Child Contact Centres

Address as above

Stage 3:

Forward the conclusion from stage 1 and 2, a fully completed complaints form and a detailed explanation why you are not happy with the conclusion from Stage 1 & 2.

Email:

FAO The Board of Trustees mark as PRIVATE AND CONFIDENTIAL and send to:

contact@nacccc.org.uk

By post:

The Board of Trustees

c/o National Association of Child Contact Centres

Address as above

Complaints form can be located below: