Adventure Circus SCIO complaints policy
Adventure Circus SCIO aims to always provide a high-quality and accessible service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you. If you are not happy with Adventure Circus SCIO in any way, please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in the future. We will investigate complaints in an objective and factual manner. General feedback, rather than a direct complaint can be submitted any time to admin@adventurecircus.org.
What to do
Stage 1 - speak to the person providing the service you wish to comment on. The people closest to the situation can usually deal with most problems quickly.
Stage 2 - If you are unhappy with the response or feel unable to approach the person directly then email our Managing Director Gemma Simpson via admin@adventurecircus.org or write to: Adventure Circus SCIO, Unit 7, Kilda Place, Perth, PH1 3RL.
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.
If the complaint is about our Managing Director, go direct to stage 3
Stage 3 - If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to Adventure Circus SCIO by writing to the Chair of Adventure Circus SCIO’s trustee board, who will look at the situation again and decide if further action is needed. The Chair will arrange, as appropriate, an investigation to take place and respond normally within 20 working days.
Their contact details are:
Jane Moncrieff
jane.moncrieff@gmail.com
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 2, ordinarily the investigation is carried out by the Managing Director. At Stage 3 an investigation panel will be convened which will be made up of at least one Board member.
Stage 4 - Complain to the 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). OSCR is the governing body for all charities registered in Scotland, including Adventure Circus SCIO. OSCR will respond to the complaint in line with their own complaints procedure, which is out with the control of Adventure Circus SCIO.
Privacy
We will handle all comments and complaints sensitively. Adventure Circus SCIO will record your complaint and follow relevant data protection requirements. We will also use the information to help us to improve our services.
Overall responsibility for this policy and its implementation lies with the board of trustees of Adventure Circus SCIO.