If you are unhappy about the services that we provide to you we want to hear about it - without your feedback we cannot improve
NCVO is committed to providing high quality services. Our customers are our members, voluntary organisations and those agencies and individuals who are stakeholders in the voluntary sector. We are committed to providing our customers with a quality service and to continuously improving those services but we realise that there are times when we don't always succeed.
At NCVO we have a dedicated complaints co-ordinator who is responsible for making sure that all complaints are logged and actioned, and who will monitor complaints to make sure that they are being dealt with.
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 or letter.
If you don't know who to contact you can write directly to:
The Complaints Co-ordinator
NCVO
Society Building
8 All Saints Street
London N1 9RL
The Complaints Co-ordinator will log the complaint and make sure that it is assigned to the most appropriate person. You will be sent a letter confirming that the complaint has been received and telling you the complaint number and the name of the person who is dealing with your complaint.
Our target time to acknowledge a complaint is 2 working days, although it might be quicker.
For straightforward issues, if we can give a full response to the complaint within 2 working days, we will endeavour to do so.
If the complaint needs further investigation, we will promptly take action and give you a further response within 10 working days to give you an estimate of the timescale when we anticipate being able to respond.
We will aim to keep you updated on the progress of any investigation. Once the issue is resolved, we will advise you of the outcome with clear evidence-based reasons unless this is not permitted for legal, confidentiality or privacy reasons, or you choose to remain anonymous.
If you're not satisfied with the outcome of your complaint, you can ask for it to be referred to a Director, who will independently review the outcome.
They will provide you with a written response within 15 working days.
If you're still unhappy, you may wish to refer your complaint to:
We will do everything we can to put things right and will review our procedures where necessary to stop problems happening again.
We hope you agree that most of the time we do provide a good quality service. We value all feedback from our customers and would also like to hear from you about what you think we do well.