Customer Care - Complaint Procedure

Stage 1

Whenever possible, complaints will be dealt with on the spot by DSF staff, with the involvement of line managers (as necessary). Staff will make every effort to resolve complaints to the satisfaction of all at this stage. Whether they are resolved or not, an Action Record should be made out.

A serious complaint may progress directly to stage two wherever appropriate.

Stage 2

All requests for a complaint to progress to ‘stage two’ of the process must be made in writing detailing the reasons for progressing the complaint to the next stage. Complaints will be monitored by the DSF Office to ensure that all timescales are met.

The Chief Executive will advise the individual or body in writing of the outcome and of any action to be taken. This will be done within one month of the completion of stage one. 

Stage 3

All requests for a complaint to progress to stage three must be made in writing detailing the reasons for progressing the complaint to the next stage.

There will be a right of appeal to the relevant Panel (Equity Commission) who will undertake an independent review of the complaint, This will be completed and the person or body notified by the Chief Executive within one month of the receipt of the request for a review. This will be co-ordinated by the DSF Office who will retain the file at the end of the review. All relevant dates and actions will be recorded on the Action Record.