Complaints procedure
We strive to offer a fair and good service to all our members, partners and other interested stakeholders. We know, however, that things sometimes don't go according to plan. In the unlikely event that you wish to make a complaint against the Federation we will do what we can to address your concerns in a polite and prompt manner. The following procedure (adapted from a local authority model) is in place to guide us.
The procedure
We want to try to sort your complaints out as soon as possible. If you have a problem please talk to a member of staff in the first instance. They may be able to sort things out straight away. If we cannot sort your problem out immediately, we will make a record of your complaint and follow the procedure set out below.
Contact us
You can let us have your feedback in any of the following ways:
- By phone: 0117 923 1800 (ask for the Services Manager)
- By fax: 0117 923 1900
- By e-mail: You can e-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
- By letter: You can write to us at: The GreenHouse, Hereford Street, Bristol BS3 4NA
Stage 1
We
will acknowledge your complaint within five working days of receiving
it and let you know who will be dealing with it. This will usually be
the Services Manager. You should receive a full response within 15
working days. If we cannot provide a response within this time, we
will write to you explaining the reasons for the delay and tell you
when you can expect a reply.
Stage 2
If
you are not satisfied with the response you receive at Stage 1, you
should contact us within one month of receiving the reply to your
complaint. We will let you know, within five working days, that we have
received your complaint and we will ask the Director to look at it. You
should receive a response within 15 working days. If we cannot provide
a response within this time, we will write to you explaining the
reasons for the delay and tell you when you can expect a reply.
Stage 3
If
you are still not satisfied, you can ask the Chair of our Trustees to
review your complaint. You should contact the Chair within a month of
receiving our Stage 2 response. We will let you know within five
working days that the Chair has received your complaint and we will
send you a full response within 21 working days.
Independent review
Stage 3 is the final stage of our complaints procedure. If you are still not satisfied we will seek external, impartial advice from a mutually agreed source (e.g. ACAS).
