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Make a Complaint

MAKING A COMPLAINT

LGBT Youth Scotland is committed to the participation and empowerment of the people who use our services and their views. If you are someone who uses our services, then this policy is for you.

The organisation wishes to have an open and transparent culture. This includes the satisfaction or dissatisfaction of people who use services on any issue under the control of the National Board or any of the projects which we run.

What is a complaint? 
LGBT Youth Scotland defines a complaint as “an expression of dissatisfaction with the standard of service, action or lack of action by LGBT Youth Scotland’s staff, volunteers or management that affects an individual or group of service users”

This definition covers situations where someone believes that we have:
• done something wrong
• failed to do something that we should have done
• provided services to a poor standard
• acted unfairly, unethically or discourteously

Making a Formal Complaint
If you wish to make a formal complaint you may do so using the procedure below. At each stage, any such Complaint should state as clearly as possible:
• what your complaint is about
• the dates, people or events involved
• what you want to happen to sort things out or make them better

Procedure for Making a Formal Complaint
You should note that you may decide that your complaint is such that you wish to bypass any of the stages below. However, the staff member dealing with your complaint may recommend that it would be best dealt with by another member of staff whose role maybe more suited to successfully resolving your complaint.

Stage 1 – Discussion with Staff Member or Volunteer
We believe that most issues can be sorted out effectively and quickly by talking to the people most closely involved. This can include staff or volunteers with varying job descriptions and roles.
• You can contact any member of staff or volunteer (either in person, over the phone, or by e-mail) who will try to resolve the matter. 
• If you are unsure about staff and volunteer contact details they may be displayed in your local centre or youth space, on our website, or you can e-mail info@lgbtyouth.org.uk for more information. 
• If the matter is not able to be immediately resolved, the staff member will briefly note down the nature of the complaint, clarify the complaints procedure with you and invite you to meet with a member of the Management Team.

Stage 2 – Meeting with a Manager
A Project Manager or member of the Senior Management Team is responsible for ensuring that services are delivered to an appropriate standard. They can listen to complaints and effectively implement changes. 
• Within 7 days, you will be invited to meet a Management Team member, who should:
- clarify the complaint and gather all relevant information
- raise the matter as appropriate with individuals, the staff team or at a management committee meeting
- discuss with you the possible actions and take on board your wishes before proceeding
- inform you of the final course of action being taken
• If you are unsure about manager’s contact details they may be displayed in your local centre or youth space, on our website, or you can e-mail info@lgbtyouth.org.uk for more information. 
• If you feel the matter is not resolved you will be invited to write formally to the Chief Executive (or the Chair of the Board if the complaint involves the Chief Executive), of LGBT Youth Scotland.

Stage 3 – Written complaint to the Chief Executive
The Chief Executive is responsible for the strategic direction of the organisation and oversees staff policy and practice. They can provide you with an organisational response in writing.

• Write formally to the Chief Executive (or the Chair of the Board if the complaint involves the Chief Executive), outlining what your complaint is about, the dates, people or events involved, and what you would like to happen. He/ she will:
- deal with the complaint within 20 days,
- raise the matter as appropriate with individuals, the staff team or at a management committee meeting; 
- inform you of the final course of action being taken

The Chief Executive’s contact details are:

Fergus McMillan (Confidential)
Chief Executive 
LGBT Youth Scotland
40 Commercial Street
Edinburgh
EH6 6JD

How Can I Appeal? 
If you feel the matter is still not resolved you can appeal against the decision of the Chief Executive by writing to the Chair of the National Board within 7 days of receipt of the decision. The Chair shall review the evidence and confirm or amend the decision and will respond within 20 days of the appeal request.

The Chair of the National Board’s contact details are:

Chair of the National Board 
LGBT Youth Scotland 
40 Commercial Street
Edinburgh 
EH6 6JD

Who can help you make your complaint? 
When you are making a complaint, you can also request the support of a worker. Any worker providing such support will remain neutral when dealing with the matter and also inform you of the Confidentiality Policy.

If you prefer, you may also choose to be accompanied by a friend or supporter from out with LGBT Youth Scotland if you come to see us about your complaint.

You can also get help or advice from a local advice centre, such as the Citizens Advice Bureau, or through an advocacy organisation.