BCVS Complaints Policy

Complaints Policy

1. Introduction

This policy is intended for use by anyone who has interaction with BCVS as an organisation, a service provider or with BCVS and its position on policy issues.
We recognise that from time to time, there may be occasions when organisations or individuals could feel that the quality or level of service provided falls short of what they could reasonably expect, or that BCVS’s position on a policy issue has caused them harm.
Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the member of staff concerned.
The more formal procedure outlined below is intended for use where informal communication has not resolved the problem.

2. Procedure

2.1. What you should do:

The complaint should be made either in person or by telephone, fax, letter or email to the Chief Executive Officer who will acknowledge, in writing within 5 working days, the receipt of any complaint. In addition to stating the nature and circumstances of the complaint, the complainant is strongly encouraged to outline the remedial action they wish to be taken. If the complaint is about the Chief Executive Officer, the complaint should be addressed to the Chair of Trustees (marked ‘confidential’). At this, and any subsequent stage, the complainant may be accompanied or supported by a friend, but not a legal representative.

2.2. What BCVS will do:

The Chief Executive Officer (or Chair) will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 10 working days of the complaint being received. If the complaint is found to be justified, the Chief Executive Officer (or Chair) will agree any necessary further action with the complainant.
The complainant will have the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to an appeal panel of three Trustee Board members. The appeal must be lodged within 10 working days from the date of the original findings of the complaints procedure. The appeal will be dealt with within 28 days of receipt of the wish to appeal.
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 panel is final and no further appeal is possible.

The Chief Executive Officer (or Chair) will keep the Trustee Board informed of the number and nature of complaints, and the outcomes. S/he will report to the Board on this at least annually.

If you have a complaint, please contact:

The Chief Executive Officer (or Chair)


By Post or in person: BCVS, The Old Abbey School, Priorswell Road, Worksop, Notts,S80 2BU

Email: bcvs@bcvs.org.uk

Phone: 01909 476 118