Complaints Policy

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 At Resilience Centre Services (RCS), we view complaints as a valuable opportunity to learn, improve, and enhance the quality of our services. Complaints also provide us with a chance to address concerns and, where possible, resolve issues for the individual or organisation that has raised them.

• To provide a fair, transparent, and accessible complaints procedure for anyone wishing to raise a concern.
   
• To ensure the complaints procedure is well-publicised so individuals know how to contact us.
   
• To ensure all RCS staff and volunteers are aware of how to respond when a complaint is received.
   
• To ensure all complaints are investigated thoroughly, impartially, and in a timely manner.
   
• To resolve complaints wherever possible and restore positive relationships.
   
• To use feedback from complaints to inform and improve our services.
   

A complaint is any expression of dissatisfaction whether justified or not about any aspect of RCS's work or services.

Complaints may be submitted by any individual, volunteer, or organisation with a legitimate interest in RCS's activities, including members of the general public who perceive that something may have been handled improperly. 

Complaints can be made verbally, by telephone, by email, or in writing.

All complaints will be handled sensitively and in accordance with data protection requirements. 

Information will only be shared with individuals directly involved in addressing the complaint.

This policy will be reviewed regularly and updated as necessary to ensure it remains effective and relevant.

Contact Details for Submitting Complaints:
Written complaints may be submitted to:

Resilience Centre Services (RCS)
140 High Town Road
Luton
Bedfordshire
LU2 0DJ

Email: info@resiliencecentre.co.uk

• Complaints will be acknowledged within five working days of receipt.