INTRODUCTION
Parrot Trust Scotland makes every effort to provide a high standard of service and to treat all Charity users equally and fairly. We continuously try to improve our services and we value any feedback that will help us to do so. This procedure is open to any person or organisation who has a legitimate interest in Parrot Trust Scotland.
Parrot Trust Scotland will review all complaints and our feedback procedures on an annual basis. This helps us to develop the services that work best for you, so please let us know what you think.
We want to know if there is any part of our service that you are unhappy with. We take all feedback seriously and we will take action when appropriate to do so. All complaints will be dealt with in a timely and professional manner. Please note that Parrot Trust Scotland may publish the replies given to any queries raised, but will respect the confidentiality of the individuals concerned.
HOW TO MAKE A COMPLAINT:
If you are unhappy about any aspect of our services, you can fill out our form on the next page. We will try to address your concerns as soon as possible.
WHAT YOU CAN DO TO HELP US DEAL QUICKLY AND EFFECTIVELY WITH YOUR COMPLAINT:
Contact us as soon as possible giving clear details so we can endeavour to resolve the issue. Specify clearly what aspect of the Parrot Trust Scotland service you wish to make the complaint about.
Including the following details will help us to effectively and quickly investigate your complaint:
- The specific area, service or resource to which the complaint applies.
Your name and contact details: this is essential as we will not investigate anonymous complaints.
- Outline the nature of your complaint as precisely as possible, this will help us to investigate further and hopefully to resolve the issue. Please include details such as the place and time the incident occurred.
- Please let us know if you have already reported the complaint, and if any action was taken previously.
- Please note that we endeavour at all times to treat Parrot Trust Scotland’ users with respect, and we expect the same standards of behaviour from Parrot Trust Scotland’s users.
WHAT WE WILL DO WITH YOUR DATA:
The data we gather and hold is managed in accordance with the EU General Data Protection Regulation (GDPR), and the Data Protection Act 2018. We will not disclose, or share, personal information supplied by you with any third party organisation without your consent. Our data protection policy is outlined on our website in full for reference if required.
WHAT WE PROMISE TO DO TO HELP RESOLVE YOUR COMPLAINT:
Your complaint will be dealt with in a professional and confidential manner.
Your complaint will be assigned quickly to the most appropriate person to deal with the complaint, who will investigate the matter fully and communicate regularly with you until the issue has been resolved. We collect and keep data that you have provided whilst adhering to our data protection policy, which is available on our website for reference.
HOW AND WHEN WE WILL RESPOND:
We will acknowledge any e-mailed complaints within 7 working days of receipt. We will endeavour to respond to your written complaint within 28 working days.
If you would like to continue to make a complaint, please click next.