Complaints Policy

1. Introduction

The Wiltshire Bobby Van Trust (WBVT) is committed to providing its staff, volunteers and clients with the best possible services, which meet their needs, whilst ensuring that they are treated fairly and with respect.

We strive to provide quality services but recognise that sometimes things can go wrong or a client may become unhappy with the service they receive. We encourage feedback so we can learn and it will assist us with continually improving our services.

The purpose of each of these policies is to provide a framework for dealing with complaints, which can be given verbally, by phone, email or in writing.

If you wish to make a complaint, we will ensure that:

  • your complaint is treated seriously and promptly;
  • your right to use a service will not be affected because you have made a
    complaint; and,
  • your complaint is handled without bias or discrimination.

 2. Who can complain?

The Complaints Policy is for the use of staff, volunteers and clients. If staff have any reason to complain about the provision of services to a volunteer or client, they should use the WBVT’s complaints procedure. A carer, friend or advocate can also complain on behalf of a volunteer or client, as long as they have their permission.

You can complain about the WBVT’s policy, services or actions.

3. Timescales

Complaints should be made within 6 months of the matter occurring or from the date it came to your notice.

We endeavour to acknowledge your complaint within 5 working days and provide a full response within 20 working days after our acknowledgement.

4. Complaints Procedure

4.1. Informal

Most complaints can usually be resolved informally. Initially please speak with the person who provides you with the service, or if you prefer, their manager, who will:

  • take note of the nature and detail of your complaint;
  • inform you of our complaints policy and provide you with a copy;
  • discuss with you the outcome you would like and how you would wish the complaint to be resolved;
  • explain to you what will happen next and by when;
  • if possible, they will try to resolve your complaint to your satisfaction, without adversely affecting the nature of the service;
  • record your complaint and explain our policy of logging complaints onto a register; and,
  • inform their line manager of the complaint.

If it is not possible to resolve the complaint at this stage or the nature of the complaint is of a serious nature then the complaint will become a formal complaint.

4.2. Formal

To make a formal complaint contact our Director in writing, email or by phone
(details below).

The Director will write to you to acknowledge your complaint and to inform you that they will be the one investigating your complaint. The letter will include a copy of our Complaints Policy. Once they have completed the investigation, they will inform you of the outcome by letter which will include:

  • a description of the process taken to investigate your complaint;
  • any conclusions drawn from the investigation and the outcome;
  • any actions that have been taken to resolve your complaint; and,
  • your right to appeal the outcome.

If you are not satisfied with the outcome you can appeal, see the section below.

5. Appeal

To appeal contact our Chairman in writing, email or by phone (details to be given out).

Your complaint and appeal with be passed to the Board of Trustees who will write and inform you that they will be reviewing your appeal.

They will investigate the facts of the case. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the formal complaint. They will write to you with the outcome of their investigation and will detail:

  • a description of the process taken to investigate your complaint;
  • the conclusions drawn from the investigation, they will confirm if they agree or not with the finding from the original investigation and why;
  • any actions that have been taken to resolve your complaint; and,
  • your right to complain about the way your complaint has been handled (see below).

If you (the complainant) do not feel that the issue has been resolved satisfactorily, you may ask for advice from the Charity Commission:

6. Contact details for making a complaint


The Director, The Wiltshire Bobby Van Trust,
Devizes Police Station,
New Park Street,
SN10 1DZ

Telephone: 01225 256867


7. Monitoring

Annually, the Director reviews and summarise all complaints received in the year and presents the finding to the Board, along with any appropriate recommendations.

8. Changes to this policy

The Wiltshire Bobby Van Trust reserves the right to make any changes to this Complaints Policy, and other aspects of this site at any time. Please check this page regularly for any changes.

Policy updated: 10/01/2018

Policy review date: 10/01/2019