Who are the people dealing with my complaint?

Manager: The Manager is the person in charge of the staff in their team/service.

CEO: The CEO (Chief Executive Officer) is the person in charge of all the services and staff at OTR.

Board of Trustees: The Board of Trustees are a group of volunteers who are responsible for running and governing OTR.

Making a complaint

At OTR we always try to run a young person-centred service by encouraging feedback from young people and we welcome comments and complaints.

We understand that sometimes you might not be happy with the service you have received and if so you can make a complaint about this.

What will happen next?

When you make a complaint, there are different stages you can go to depending on whether you think your complaint has been resolved or not.

Stage One: At first the member of staff receiving your complaint will speak to their Manager and the Manager will decide if the issue can be dealt with straight away and if not then within 24 hours. If the issue can’t be resolved in this time it will move to Stage Two.

Stage Two: If the issue isn’t resolved at the first stage, the CEO of OTR will get involved. They will contact you within 5 working days and will give you a date when you should receive a response from them. They will aim to resolve the issue within 10 working days.

Stage Three: If you aren’t happy with the response from the CEO, you can ask for your complaint to be looked at by the Board of Trustees.

Three Trustee members will investigate (look into) your complaint and one of them will chair (be in charge of) this investigation. They will let you know they’ve received your complaint within 2 working days and give you the contact details of the Trustee in charge. They will respond to your complaint within 10 working days, but this could take longer if they need to speak to all the Trustees. If this is the case, they will let you know.

What happens after my complaint has been resolved?

We will store your complaint for 2 years and all complaints will be reviewed after 12 months. This is so that we can use this information and any lessons learnt to improve our services.

If you are unsure of what to do at any point please ask us for help

MAKE A COMPLAINT

You can make a complaint by filling in this form.

Other ways to contact us

Phone: 01225 312481

Text: 07753 891745

Email: office@offtherecord-banes.co.uk

… or speak to a member of staff directly at any of our locations.