Complaints Policy
Introduction
Trellis values your opinion whether you have positive or negative feedback to offer. Your input gives us an opportunity to tailor our activities to fit the needs of everyone we serve.
Our policy is:
• To provide clear and easy procedure for anyone wishing to make a complaint
• To ensure our complaints procedure is accessible and easy to find.
• To make sure all complaints are investigated fairly and in a timely manner
• To gather information that helps us improve what we do
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the board of trustees of Trellis.
Review
This policy is reviewed regularly and updated as required.
Complaints Procedure
What to do
Raise the issue with a member of our staff. If you are unhappy with the response or if you find it difficult raising the issue with a member of staff please contact our Head of Operations.
We should be able to resolve your complaint straight away. If the matter is more complicated, please allow 5 working days for a response.
Making a written complaint
If you are not satisfied with our initial response and wish to raise a written complaint, please email:
Fiona Thackeray
Head of Operations
Or write to:
Fiona Thackeray
Trellis
Perth Business Centre
Unit 8, 28 Glasgow Road
Perth
PH2 0NX
If you are not satisfied with the response from our Head of Operations to your written complaint, please write confidentially to our Chair, Sir Andrew Cubie, at our Registered Office address:
c/o Trellis
Perth Business Centre
Unit 8, 28 Glasgow Road
Perth
PH2 0NX
Finally, if you are not satisfied with the response from our Chair, you may take your complaint to the charity regulator, OSCR, info@oscr.org.uk
The Scottish Charity Regulator (OSCR)
2nd Floor
Quadrant House
9 Riverside Drive
Dundee
DD1 4NY
You may prefer to fill out OSCR’s Charity Concern form, at this link: https://www.oscr.org.uk/about-charities/raise-a-concern/how-oscr-deals-with-concerns-and-inquiries/