Complaints procedure

Complaints procedure

Student Community Action is committed to providing a quality service and achieving the highest standards of conduct. We also know that we don’t always get it right – and when we don’t measure up, we want you to tell us about it.  One of the ways in which we can continue to improve our service is by listening and responding to the views of the groups we work with. 

Therefore we aim to ensure that:

  • Making a complaint is as easy as possible;
  • We treat a complaint as any clear expression of dissatisfaction with our service which calls for a response; 
  • We treat it seriously whether it is made in person, by telephone, by letter, or by e-mail
  • We respond to your complaint promptly, politely and, where appropriate, informally (for example, by telephone) within 15 days.
  • We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc; 
  • We learn from complaints and use them to improve our service

This document will explain how to make a complaint about any aspect of the service that Student Community Action provides. 

When should I complain?

  • If any of our services haven’t reached the standard you expect. 
  • If there’s a problem you think we should fix. 
  • If you feel a member of our staff has treated you badly or unfairly. 
  • If you have any problems with a volunteer that SCA has provided.
  • If we don’t do something we have promised to do. 
  • If you are unhappy about anything else we have (or have not) done.

How to make a complaint

You can make a complaint in writing, by e-mail, by telephone or in person (by appointment please).   Our staff members will deal with your complaint initially and if necessary pass it onto our Employment Group for further investigation.  If your complaint is about one of our staff, then please mark the envelope “FAO Employment Group – Confidential”.

You should not contact the person you wish to complain about / have a concern about directly. 

The Employment group is made up of five of our trustees and our staff, and it deals with all issues relating to our staff and volunteers.

Office address: The University Centre, Granta Place, Off Mill Lane, Cambridge, CB2 1RU

Email address: trusteecontact@cambridgesca.org.uk

What we need to know

  • Your name, and details of how to contact you.
  • The project or service, which your complaint relates to.
  • Details of your complaint, including names of persons it involves.
  • What you want us to do, to put things right.

What will happen now?

  • We will acknowledge your complaint within 10 working days of receipt
  • We will investigate your complaint carefully and thoroughly
  • We will give you a full reply within 15 working days (occasionally we may need longer than this, but when we do, we will tell you why this is and when we can reply)

PLEASE NOTE:  You will not be treated any less favourably as a result of complaining about our services.

There are some things we can’t change…such as things we are required to do by law, or policies which have been set which guide the way our services are delivered.  But we will always explain why this is, and tell you who else to contact if you are still unhappy.

Reviewed by the Exec June 14th 2022