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                         VOLUNTARY ACTION SHEFFIELD

                        COMMENTS & COMPLAINTS POLICY

   Voluntary   Action   Sheffield   welcomes   the   views  of  voluntary
   organisations  and  of  individuals  about  its  services. Comments or
   complaints  help to ensure that views, preferences and suggestions can
   be  taken  into  account  in  the  development  of services and, where
   appropriate,  acted  upon.  In  this respect, positive comments are as
   valuable as negative ones.

                             COMMENTS PROCEDURE

   Anyone  wishing  to  make  comments on any aspect of VAS should do so,
   verbally  or in writing, to the relevant member of staff, volunteer or
   officer.  Where  a  formal  acknowledgement  or  response is required,
   comments should be made in writing, and a reply will be sent within 28
   days.

                            COMPLAINTS PROCEDURE

   Note  that  this  procedure  can  be  used  for  VAS's  service users,
   stakeholders,  volunteers,  Board  members  or  contractors  to  raise
   concerns   covered   by  the  Public  Interest  Disclosure  Act  (i.e.
   whistle-blowing).

   STAGE  1  Anyone  wishing  to  make a complaint is encouraged to do so
   informally   and  directly  with  the  member  staff/volunteer/officer
   concerned.  Every  effort  will  be  made to resolve the issue at this
   stage.  Where  the complainant is dissatisfied with the response or is
   unclear  to  whom  the  complaint  should  be  addressed, or where the
   complaint  is  of  a  particularly  serious  nature requiring a formal
   response, the procedure at Stage 2 should be followed.

   STAGE  2 The complaint (verbally or in writing) should be addressed in
   the first instance to the Chief Executive who will refer the matter on
   to  the relevant member of staff/volunteer/officer for a reply. If the
   matter  is  not  resolved  to the satisfaction of the complainant, the
   procedure  at  Stage  3  should be followed and s/he should be given a
   copy of the complaints procedure.

   STAGE  3  The  complaint  should  be  made  in  writing  to  the Chief
   Executive,  which  will  normally be acknowledged within seven days of
   receipt. Following any necessary action the Chief Executive will reply
   within  28 days of receipt. If the matter is still not resolved to the
   satisfaction  of  the  complainant, the procedure at Stage 4 should be
   followed.

   STAGE  4  The complaint will be referred to the Board of Trustees, who
   will  invite  the individual complainant or the voluntary organisation
   to  send  up  to  three representatives to a meeting of a panel or not
   less  than  two members of the Board and not less than two independent
   people  (who  shall not be members of VAS, its Board, committee, staff
   or  volunteers).  The  panel  shall  be  appointed  by  the  Chair  or
   Vice-Chair  of  VAS.  The  meeting shall be held not more than 56 days
   after receipt of the request and at least 14 days after the invitation
   to the meeting was given to the complainant.

   The  panel  shall report to the next meeting of the Board of Trustees,
   including  any  recommendations  for action. The decision of the Board
   shall  be  final  and given to the complainant in writing within seven
   days.

   At  all  stages  the  complainant  may  be assisted and accompanied by
   another  person. At all stages the time limit may be altered by mutual
   agreement.

   In  the  absence of the Chief Executive, the complaints procedure will
   be operated at Stages 2 and 3 by the person appointed to deputise.

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