Compliments & Complaints
We welcome feedback on our work. Your suggestions help us plan future work, and we reserve the right to quote them anonymously in our funding applications etc. unless you tell us that we may not.
If you’d like to comment on our work or make a suggestion for how we might develop as an organisation please contact us by email on email@example.com or by phone on 0141 352 4900.
If you’d like to make a complaint please follow our Enquiries and Complaints Process, detailed below. In most cases, once we’ve received your enquiry we’ll discuss it with you to see if we can resolve the issue without having to go through the complaints process.
Confidentiality: We won’t be able to answer questions about your enquiry or complaint unless we can verify your identity, nor are we able to disclose information to third parties.
Appointments: We won’t be able to resolve your enquiry if you come to CCA without an appointment, as the appropriate staff member may not be in the building.
Enquiries and complaints process
Please contact us in writing with your enquiry or complaint in the first instance to firstname.lastname@example.org or write to us at CCA, 350 Sauchiehall Street, Glasgow, G23JD.
We will respond to you within 20 working days of making your enquiry or complaint. Most of our staff team are part time and we need to allow enough time to discuss your enquiry or complaint with the right people before responding.
When writing to us please make sure you:
- include as much detail as you can about the issue
- let us know why you feel your initial enquiry was not dealt with satisfactorily
- tell us what you think should happen to resolve the complaint
If you feel your initial complaint or enquiry has not been dealt with satisfactorily, or concerns an individual member of staff, please contact Ailsa Nazir, Head of Operations directly by email on email@example.com or through reception on 0141 352 4900.
If within a further 20 working days or if you are not satisfied with the outcome of your complaint please contact CCA’s Director, Francis McKee by email on firstname.lastname@example.org or through reception on 0141 352 4900.
Important information – Enquiries and Complaints
If you don’t adhere to the enquiries and complaints procedure steps in order, we will re-route your complaint to the appropriate staff member, as detailed above.
The details of all enquiries and complaints will be kept confidential. However we reserve the right to discuss your complaint with relevant staff.
Please submit your enquiry or complaint in a timely manner. We’ll be unable to resolve your complaint if it is regarding an issue more than 18 months ago.