Complaints Policy

When you let us know that something has gone wrong, we view it as an opportunity to learn and improve for the future, as well as a chance to put things right for you.

Our policy is:

• to make it clear and easy to make a complaint
• to make sure everyone at PSC Support knows what to do if a complaint is received
• to investigate complaints fairly and quickly

Confidentiality

Your complaint will be handled sensitively, and only those who need to know will have access to the details. We will handle the information you give us according to our Privacy Policy.

How to complain

Step one - let us know something has gone wrong

• Write to PSC Support at Unit 23056, PO Box 4336, Manchester, M61 0BW
• Email hello@PSCSupport.org.uk
• Call 01235 25 35 45
• Send us a message through our website

If you call to complain, we may let you know about our complaints procedure, ask you for your contact details and ask you to send a written account by post or by email so that the complaint is recorded in your own words.

We will try to put things right quickly.

Step two - when we could do more

If the problem has not been satisfactorily resolved in Step One, you can request that the complaint is reviewed by the Board of Trustees.

External Review

You can complain to the Charity Commission at any time. Their website explains the kinds of complaints they review.

You can also complain to the Information Commissioner’s Office at any stage, if the complaint involves personal data.

Varying our Complaints Procedure

The Board of Trustees may vary the procedure for good reason.  This may be necessary to avoid a conflict of interest, for example, a complaint about the Chair of Trustees should not also have the Chair of Trustees as the person leading a review.

Monitoring and Learning from Complaints

Complaints are reviewed annually to identify any trends which may indicate a need for us to take further action.

Reviewed 17 December 2021 (Ref CCPolv5)