Complaints Policy

The Thanet Youth and Community Centre (The Thanet) is committed to providing the best possible service to our service users, the community and with individuals with whom we work. We acknowledge, however, that on certain occasions, service users, partners, learners, and volunteers may not be satisfied with the quality of service or conduct of staff. The Thanet complaints policy exists to make it easier for our service users, partners, and learners to make a complaint. The Thanet will aim to treat all complaints with respect and consideration throughout the complaints process.

When can I complain?

If you believe you have been treated unfairly on the grounds of sex (including gender reassignment), marital or parental status, race, ethnicity, nation, colour, disability, sexual orientation, religious belief or age (see Diversity and Equalities Policy).
If you feel we have failed to provide a key service.

In relation to learning programmes.
In relation to a decision made by The Thanet.

If you have experienced a significant delay in receiving a service.
If our staff and/or volunteers have been rude or unhelpful.
If you disagree with a decision we have made or a policy we operate.
If you or your child feels that they have experienced bullying and it has not been addressed to your satisfaction

There are two (2) forms of complaint that you can make: these are:

1. Informal

You can make an informal complaint to any member of staff or trustee. Any member of staff will be happy to inform you of the appropriate person to speak to. The Director responsible for complaints is Mike Faulkner, who can be contacted on 07546 532090 or at Mike_faulkner37@hotmail.com. You can make this complaint in person, by telephone or e-mail.

Our aim is to:

Listen to your complaint.
Apologise where necessary.
Agree a solution.

2. Formal

You can make a formal complaint at any time and you do not have to make an informal complaint initially. The process for making a formal complaint will be the following stages:

Fill in your Complaint Form (see attached, also available at The Thanet’s office (copies contained in the wallet on the pinboard) or from its website).
We will provide our initial response within 2/3 weeks (except at holiday times).
You have the right to appeal this decision by writing to the Chair of The Thanet.

STAGES OF COMPLAINT

Stage One

Make an informal complaint and receive a response

Make a formal complaint by filling the Complaint Form

Stage Two

Receive a written response within 2/3 weeks

Stage Three

Appeal any decision by writing to the Board of Directors

The Thanet YOUTH AND COMMUNITY CENTRE COMPLAINT FORM

Malden Hall

Herbert Street

London, NW5 4HD

Tel 020 8127 1313

E.Mail: info@thethanet.com

Your name:………………………………………………………………

Your address and postcode: …………………………………………

………………………………………………………….…………………………………………………

Your daytime phone number:………………………………………..

Your e-mail address:……………………………………………………

Your complaint is:

………………………………………………………….…………………………………………………

(If you run out of space, please use extra paper.)

What do you think we should do?

………………………………………………………….…………………………………………………

(If you run out of space, please use extra paper.)

Your signature:…………………………………………. Date:……………………………….

What happens next?

We will:

Send you an acknowledgement within 2 working days of receiving this form;
Tell you who is looking into your complaint;
Send you a full reply within the time set (2/3 weeks).