Complaints, Compliments and Suggestions Policy
Inclusion Scotland strives to be an example of good practice in all that we do. While we will always try to do our best, it is to be expected that sometimes things might go wrong. Sometimes we might fail to deliver to the high standards we set ourselves and that others reasonably expect of us. And, if something has gone wrong, we want to know about. We can then see if something can be done to do put it right.
This policy and procedure say how people can make a complaint and what we will do when a complaint is received. It applies to complaints made by people who have contact or involvement with any aspect of our work. For example, this includes people who attend our events, use our information or our services. This policy is separate to our grievance and disciplinary policies and procedures. Those are for Inclusion Scotland staff. A complaint might possibly lead to disciplinary action being taken against a member of Inclusion Scotland staff but that is a matter for their line manager to decide on.
We will keep all complaints confidential. It is important that everyone involved treats each other with respect and that everyone is treated fairly throughout the process.
Whether or not arising from a complaint, Inclusion Scotland always welcomes suggestions for things we can do better. We take both complaints and suggestions very seriously. Both can help us to learn, develop and improve what we do.
You can download the policy in Easy Read or Plain English format below: