COMPLAINTS, FEEDBACK AND SUGGESTIONS
Off The Record is committed to providing a high quality information, advice and counselling service.
But this does not mean that we always get things right for everyone.
You may feel upset or angry about how you were treated or spoken to by one of our workers or volunteers, or that you did not get the best service from us. We will treat your complaint with respect.
Your views are important – if our service is not right for you, it might be wrong for others too.
How do you complain?
If you can talk to or telephone (0800-389551) one of our Information Support Workers or Counsellors, or to a member of staff – in private if you wish. We will listen and treat your complaint with respect.
Most complaints can be dealt with informally in this way and we will try to put things right straight away.
If you prefer, you can speak to a member of our Management Committee or write to the Chairwoman at Off The Record (Open House Centre, Manvers Street, Bath BA1 1JW). Mark the envelope private.
If you need support to make a complaint you may find it helpful to bring a friend or relative or someone from another service.
What will happen next?
If things can be sorted out straight away with one of our volunteers or workers, they will make a note of your complaint and talk to one of thje managets about it.
You do not need to give us your name and address unless you want a written reply.
If you are not happy about how the complaint has been handled, you can take the matter further and ask to speak to someone else in Off The Record, for example the Director or the Chair person of the Board of Management.
If you have a complaint about a member of staff or a volunteer we will respect your confidentiality. We will try and deal with the matter quickly and fairly.
Depending on the nature of the complaint the person may be reprimanded or disciplined in some way, or given training so that the situation does not happen again.
What if I am still not happy?
We can help to put you in touch with an independent person from another service or organisation who can advise and support you in taking the matter further.
Suggestions
We welcome suggestions from anyone using our services about how we can improve.
Please speak to a worker or volunteer.