Last reviewed – February 2023
Red Note is committed to delivering a high quality, accessible service. As part of this commitment we have a complaints procedure to allow those to whom we provide services to make suggestions for improvement. This policy covers both internal and external company complaints.
We are keen to hear from anyone who believes we have fallen short of the standards we set ourselves. You can provide this feedback in different ways:
Stage 1 – Complaint to the Charity
Complaints should be directed to the General Manager. We will acknowledge and provide a response to your complaint within 10 working days of receiving it. We expect to be able to resolve most complaints within that timeframe but if we need to conduct a more in-depth investigation, we will aim to provide a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know why and when you can expect a response.
Stage 2 – Complaint to the Directors
If you are not happy with the decision you receive, you will be given the opportunity to raise the issue with the Chair of the Board of Directors who will arrange, as appropriate, an investigation to take place and respond normally within 20 working days.
We will seek to deal with all complaints in an efficient and proportionate way. Should an investigation be appropriate we will determine how that is to be carried out and by whom. At Stage 1, ordinarily the investigation is carried out by the General Manager. At Stage 2 an investigation panel will be convened which will be made up of at least one Director.
Stage 3 – Office of the Charity Regulator (OSCR)
Complainants who remain unsatisfied by the complaint response may wish to refer the complaint to OSCR (https://www.oscr.org.uk).