Complaints Procedure

Bridge employees and volunteers work within a clear set of policies and procedures. Nonetheless, anyone affected by our work has the right to make a complaint over any aspect of activity. However, before submitting it formally we ask you to think carefully about exactly what you are concerned about, if necessary with another person to advise you, so that it is clear to us what is wrong.

Procedure:

1. You may make a complaint either formally or informally. The first step is to decide which path you wish to follow.

• Informal Complaint:
  If you wish to make an informal complaint you should ask to speak to the Manager. The Manager will be able to informally help identify what is concerning you. If you are not satisfied with the response, you may wish to make your complaint formal.
• Formal Complaint:
  If you wish to proceed formally, you should set your complaint down as clearly as possible and send it to the Bridge Programme Director (address provided below).

2. Receipt of your complaint will be acknowledged within seven working days of receiving it.
3. Your complaint will be investigated by a director who will examine the facts of the case (within fourteen days of the complaint's receipt) in order to establish a course of action where required.

Response:

1. If it is decided that further clarification of any of the details of the complaint is necessary, then you may be invited to attend a meeting with the investigating director.
2. The Director will make a reply to the complaint, stating his/her views and outlining an intended course of action. If you find this reply inadequate then you can request that it be reconsidered.
3. You will receive a formal reply within ten days. Should the need for disciplinary action of a staff member or volunteer be identified, the disciplinary policy will be put in motion. You will be informed of the action taken as a result of your complaint, but not of the specific outcome of any disciplinary action (for reasons of confidentiality).

Click Here to view a schematic of the Complaints Procedure.

Formal Complaint Address:

Bridge Programme,
Albion House,
Victoria Promenade,
Northampton.
NN1 1HH