Making a Complaint

Many of our service improvements have come from suggestions made by you. Your views are very important to us. If you think there is something that we could do better or something you are unhappy about, please share this with us. We welcome your feedback.

What is a Complaint?

A complaint arises if in some way you are unhappy about our service or as a result of the attitude of any member of our paid or voluntary staff.  A complaint may be made verbally or in writing, however, if your complaint is made verbally the Centre Manager may also ask you to put it in writing. We will deal with your complaint positively and constructively as we regard this as an opportunity to improve our service to you.

Complaints Process

Firstly please raise any complaint with the Manager. We want to deal with any complaint as quickly as possible and we hope that most complaints can be resolved immediately.

If you are not satisfied with the Manager’s response you should write to the Chair of the Board of Directors of Stirling Carers Centre at 65-69 Barnton Street, Stirling, FK8 1HH, marking your envelope “confidential”.

At both cases above you will receive a full response within 10 working days, or if some matters require more detailed investigation, a timescale for a full response will be discussed with you. All complaints will be thoroughly investigated and we will respect the confidentiality of clients at all times.

If you are still dissatisfied and you want to seek further resolution, you should contact:

Office of the Scottish Charity Regulator
2nd Floor, Quadrant House
9 Riverside Drive
Dundee
DD1 4NY

Or visit www.oscr.org.uk 

If your complaint is about our fundraising practice, please contact:

Scottish Fundraising Complaints
Tel: 0808 164 2520
Web: www.fundraisingcomplaints.scot
Email: scottishfundraisingcomplaints@scvo.org.uk

Making a Complaint

You can submit a complaint by post, by email, or speak to any one of our Staff.

Please include the following details:

  • Your name
  • Your organisation (if applicable)
  • Your address
  • Your telephone number
  • Details of the complaint including any staff members involved
  • How could we best resolve your complaint?