We aim to provide a high-quality, responsive, service. In order to ensure this we need to take account of the views and wishes of those we are here to support. We welcome every opportunity to monitor and improve our services and having this procedure in place is one way of doing this.

Compliment CAN

Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded. Compliments enable us to:

• understand that our services are being provided to your satisfaction
• provide positive feedback to our staff and trustees
• influence our organisational and service development

Positive feedback / compliments whether verbally, emails or through our website will be logged, shared with staff and trustees and inform our work.

Can you spare a few minutes to tell us when things have gone well? – please complete our Feedback Form

How we manage problems and complaints

We aim to provide high quality services. We believe we achieve this most of the time: if we are not getting it right we want to know.

In order to ensure our services’ remain at a high and improving standard, we have a procedure through which people can let us know if for any reason they are not satisfied with their dealings with the organisation.

When things have not gone well – our Complaints Procedure below will guide you through the process.

Complaints procedure

Community Action Network (CAN) aims to provide its members, organisations and individuals with the best possible service.

However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided fall short of what they could reasonably expect.

Your continued support and goodwill is greatly valued by us and therefore if you have a complaint to make, we would like you to tell us about it. An appropriate form is provided for this purpose.

THIS IS WHAT YOU SHOULD DO:

1. The complaint should be made to the Chief Executive, either in writing to CAN, Beech House, 28-30 Wimborne Road, Poole, BH15 2BU or by using our Complaints Form. Any complaint will be acknowledged in writing within 7 days of receipt.

2. The Chief Executive shall – in consultation with the Chairman of the Board of Trustees – undertake to investigate the circumstances leading to the complaint.

3. The Chief Executive shall communicate the results of the investigation to the complainant within a reasonable time – normally 21 days.

4. The complainant shall have the right – if dissatisfied with the results of the inquiry – to put his/her case personally to the Board of Trustees.

5. The Board of Trustees shall be regularly informed by the Chief Executive who shall keep a record of the number and nature of any complaints and the outcome.

6. Where appropriate, CAN shall make a written apology (signed by the Chairman of the Board of Trustees) to the complainant. The decision of the Board of Trustees will be final.