Z2K complaints policy and procedure

We aim to provide our service users, external organisations or members of the public with the best possible service. We positively welcome suggestions on how we can improve our service.

Usually, a conversation with the staff or volunteer involved should be enough to sort out most problems when they arise. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect. We want to know about these occasions so that we can make good the problem and plan to avoid its repetition. Hearing about complaints helps us improve our service.

Our complaints policy sets out the procedures we will follow when we receive a complaint from users of the service, an organisation or member of the public. It does not address complaints made by volunteers, which will be dealt through our volunteering policy, and staff which will be dealt with through our grievance and disciplinary procedures set out in the staff manual, or job applicants who will be dealt through our recruitment procedure.

We have recently updated our complaints policy and complaints form. Please contact Lilian Lee, Office Manager on 02072590801 to request for a copy of the policy and form, or email her at admin@z2k.org