BPASC

Complaints

Service users of BPASC should be able to complain effectively. The following steps will be taken to achieve this:

• All complaints should be reported in the first instance to the senior member of staff

• All complaints will be taken seriously and treated in a confidential manner

• All complaints will be recorded, signed and dated

• The staff member in charge will make every effort to resolve the matter immediately and bring the matter to the attention of the project co-ordinator and the chairperson of the committee

• In the event of the matter not being resolved immediately, a reply will be issued within 48 hours. If further investigation is required a written reply will be issued within 5 working days

• In the event of the matter not being resolved to mutual satisfaction, customers can contact:

Care Inspectorate, 4th Floor, 1 Smithshill Street, Paisley, PA1 1EB

Tel 0141 843 4230

Service users (parents, guardians, and children) are welcome to offer suggestions and ideas and to express constructive criticism either directly to staff or via the suggestion boxes within the clubs

Staff

Staff should also be able to complain effectively by taking the following steps:

• Give details of the grievance in writing and submit it to the Project Co-ordinator
• If dissatisfied with the reply, details of the grievance should be submitted to the Board of Committee members, who will reply within 5 working days.
• If the matter is still unresolved, the matter can be referred to the Children’s Services Development Officer at East Dunbartonshire Council

Tel: 0141 578 8697