Making a complaint
We value all feedback from our members, partners and stakeholders. Your feedback helps us to improve.
If you are unhappy about your experience with our charity we want to hear about it.
We would like to hear from you about what you think we do well.
Our commitment
We are committed to providing high quality and inclusive services, events and programmes. Our complaints procedure is for our members, trustees, volunteers, service providers and partners.
We will:
- treat complaints and concerns raised by you seriously
- resolve complaints informally whenever possible
- learn from your feedback and take action to improve
- ensure that complaints are dealt with confidentially.
How to make a complaint
If you are not happy about a service that you receive, it is usually best to let the person who is providing the service know, either by email, telephone or letter.
Email: info@librariesrising.org.uk
Telephone: 01902 539199
Write to:
Complaint
Libraries Rising
Wolverhampton Central Library
Snow Hill
Wolverhampton
WV1 3AX
Please note this is our registered office address, and replies will take a longer if posted.
How the system works
We will log your complaint and make sure that it is assigned to the most appropriate person.
You will be sent a notification confirming that the complaint has been received and the name of the person who is dealing with your complaint.
If you are raising a safeguarding concern it will be directed to our Designated Safeguarding Lead and our Safeguarding policy and procedure will be applied.
Timelines
We aim to confirm that we have received your complaint within 3 working days.
Where possible we will respond to your complaint within 10 working days. We will let you know if you your complaint is taking longer and explain the reason why.
If you are not satisfied with the outcome
If you are not satisfied with the outcome let us know. Your complaint will be escalated to the Chief Executive, who will review whether the complaint has been investigated and responded to appropriately.
If you are still unhappy with the outcome your complaint will be referred to the Governance and Staffing sub-group of the board. Trustees will review your complaint; explore why a resolution could not be reached; and set out any further proposals to resolve it.
As a charity we are regulated by the Charity Commission, so you can also use the Commission’s complaints procedure if appropriate.
Acting on results
We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.
We will also regularly review trends in our complaints to help us continuously improve.