Our Policy
We are always looking at ways to improve our service and meet the needs of local people. To help us achieve this, we welcome any comments or suggestions you may have about our standards.
We will deal with all complaints in an efficient, understanding and helpful way. To do this, we will:
- Make it easy for you to complain
- Take all complaints seriously
- Deal with complaints as quickly as possible
- Investigate all complaints fully
- Send an acknowledgement to you within 5 working days if we cannot deal with the matter immediately
- Send you a final written answer within 10 working days of receiving your complaint
- Keep you regularly informed if we cannot answer you within 10 working days
- Make sure you get a letter explaining the result of your complaint
- Treat you with respect
- Make sure we treat your complaint in confidence
- Look at the pattern of complaints and try to improve areas with continuing problems.
If you would like to let us have your comments, or offer any compliments, we will make sure that we pass them on to the members of staff concerned.
Our Procedures
If you have a complaint, please follow the complaints procedure which is shown here.
Step 1
Wherever possible, we will try to deal with your complaint at the service point involved. The names of CCS service managers are listed below. We can usually sort out simple mistakes or misunderstandings straight away. You can make your complaint in person, by telephone, or in writing or email.
Step 2
If you would like to make a formal complaint, please write to us at the address shown on this website or download a copy of the official Complaints Form. A CCS volunteer, or member of staff not involved in the complaint, will be happy to help you at this stage.
Your letter, or completed form, will be passed to the Chief Executive, Julia Baron, who will acknowledge the complaint and decide on the best way to deal with it. Your complaint will be logged in our records and you will be given a reference number.
If your complaint concerns the Chief Executive, then you should send the details in writing to the Chair of the Board of Directors at the same address. Please remember to mark the envelope 'confidential'. The Chair of the Board of Directors will then oversee the complaints procedure in place of the Chief Executive.
We would hope to be able to resolve your compliant at this stage with a written response within 10 working days of receipt of the complaint. We will also make sure that you are made aware of further steps in the complaints procedure in case you wish to take the matter further.
Step 3
If you feel that your complaint has not been dealt with to your satisfaction, you can ask for your complaint to be passed to the Chair of the Board of Governors who will then appoint a Member of the Board to investigate your complaint in more detail. In some cases, a second Board Member may be appointed. This investigation will be carried out independently of the Chair and the Chief Executive.
You will be sent a written report of the investigation. A copy of this will be sent to the Chair of the Board of Directors and the Chief Executive.
If you are satisfied with the result of the investigation, and the way we have deal with your concerns, you do not have to take any further action and we will consider the matter closed.
Step 4
If you are still unhappy, you should make your views known in writing, sent by recorded delivery, to the Chief Executive or the Chair of the Board of Directors, at the Community Council of Shropshire.
You must give the reasons for your continuing dissatisfaction so that we can take your complaint forward. If you do not give sufficient reason for continuing with the complaint, we will have to write to you for details.
A Special Meeting of the Board of Directors will be called within four weeks of the start of this stage of the procedure. All Members will be given full details of your case. The meeting will be attended by the Chief Executive and the Chair of the Board, together with those Members who were involved in the investigation, but, for reasons of impartiality, they will leave the meeting before a decision is made.
You will then receive a response to your complaint, in writing, from the Member who chaired the Special Meeting of the Board. The decision of the Board is final and will mark the end of the Complaints Procedure.
Service Managers
Obviously, we are keen to resolve your concerns quickly to your satisfaction and to avoid the need for you to take your complaint further. To achieve this, you may find it easier to contact the manager of the service direct. These are listed below.
Chief Executive
Julia Baron
Finance and Administration
Susan Homden
Social Care and Wellbeing
Gaynor Hadley
Community and Rural Development
Caroline Oakes
Voluntary Sector Support Unit
Jean Garner
Voluntary Car Service Co-ordinator
Mark Powell
Alternatively, you may prefer to email your comments to us using our feedback form.
To download a copy of the Official Complaints Form (PDF format), please click on the link below
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This page was last updated on: 12th April 2006