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Complaints Policy and Procedures

Purpose 

Lia’s Wings aims to provide its service users and partners with the best possible service. However, if we fall short, we seek to ensure that complaints and representations are resolved quickly and are handled in a sensitive, thorough and non-biased manner.  

 

We respect the right of all service users and volunteers to make a complaint, without discrimination and in confidence.  

 

There are a number of avenues, internal and external, informal and formal, for making a complaint and the appropriate avenue for making a specific complaint will depend on:  

  • The nature of the complaint  

  • Who, and where, the complainant is  

  • The views of the complainant  

The chosen avenue will determine how a specific complaint will be handled 

 

Complaints Procedure 

 

Stage 1: Informal Resolution 

In the first instance, we would ask you to raise your complaint directly with the member of staff concerned. He or she will investigate the situation and will try to reach an immediate solution. He or she may seek the advice of their Line Manager. We would expect the informal resolution process to be the quickest way to resolve any issues that arise.  

 

Stage 2: Formal Resolution 

If the complainant is not satisfied with the response s/he will be asked to submit the complaint in writing to the Chief Executive. Please see the details below:  

 

Nathalie Scott 

Chief Executive Officer, Lia’s Wings 

Email: nathalie@lias-wings.org.uk 

Postal Address: Lia’s Wings, PO Box 345, Cirencester  GL7 9JW 

 

If a written complaint is made, it will be acknowledged within 5 working days by direct contact, telephone or letter. The complaint will be investigated by the Chief Executive, who will look into the complaint and will aim to:  

  • Investigate the situation about which the complaint was made 

  • Make it possible for the complainant to discuss the problem with those concerned, if applicable  

  • Seek a satisfactory resolution  

  • Identify the contributory factors leading to the complaint and try to eliminate these to prevent any similar complaints   

  • Advise the complainant of the outcome and any resulting action  

  • Complete the investigation within 21 working days 

 

If the complaint is about the Chief Executive Officer, the complaint should be addressed to the Chair (marked ‘confidential’).  Please see the contact details below: 

 

Dean Gillespie 

Chair of Lia’s Wings 

Email: dean@lias-wings.org.uk 

 

Stage 3: Formal Resolution 

In the event of failing to achieve a satisfactory resolution, the matter will be referred to a member of the Board of Trustees to investigate the situation, discuss it with the complainant and any other relevant person, and thus seek a mutually agreeable resolution. 

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Recording 

All complaints will be recorded in the “Complaints File” held by the Chief Executive, which will record the nature of the complaint, how the complaint was dealt with (and by whom) and the outcome. These records will be kept for a period of three years. The records will be checked annually by the Chief Executive to check the procedure is working, identify any patterns and take action on individual complaints. 

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