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Service Standard

Service Standard

CVP Services Standard – Statement of Intent

CVP seeks to deliver all of its services in a flexible, responsive, timely manner and to the highest possible standards.

 

Wherever possible we will aim to deal with telephone enquiries on the same day that they are received or within 24hours if that is not possible. We aim to respond to written enquiries within 5 days of their receipt.

 

We aim to deal with requests for appointments for development and/or funding advice services within 48 hours – this does not necessarily mean that you will meet the Development Officer within this time frame but you will have an appointment made with you for a mutually agreeable time and date.

 

In their dealings with members of the public, voluntary and community groups, colleagues and workers from other sectors, CVP staff, volunteers and managers will be courteous, polite, honest and respectful of difference and diversity.

 

If at any time you do not feel that CVP’s services come up to an acceptable standard or that you feel that this statement of intent has been breached you are invited to make an official complaint in line with CVP’s official Complaints Policy which is available from CVP’s offices or from our website.

 

CVP Complaints Procedure

If you are not happy with any of our services, please let us know.

Community Voluntary Partners aims to provide members, individuals and organisations with the best possible service. However, there may be times when you feel we have fallen short of the high expectations we have of our work. Your continued involvement and goodwill is of great value to us. If you have a complaint, we would like you to tell us about it. This is how to make a complaint.

 

Step 1. You can make the complaint in person, in writing, or by telephone followed up by letter marked Private and Confidential to the Manager, who will acknowledge receipt of your complaint within 7 days of receiving it. If you need an interpreter or advocate to help make your complaint, let us know, and we will arrange this for you. If the complaint is about the Manager, you may contact the Chair who will nominate a person to deal with the complaint.

 

Step 2. The Manager, in consultation with one of the officers of the CVP Board, will investigate the circumstances leading to the complaint.

 

Step 3. The Manager will communicate the outcome of the investigation to you within a reasonable time, normally 28 days.

 

Step 4. If you are unhappy with the outcome of the investigation, you have the right to put your case in person to a specifically appointed panel of the CVP Board. This panel will not include anyone involved in the earlier stages of the complaint.

 

Step 5. Where the complaint is upheld (at either step 3 or 4) CVP will give you a written apology signed by the Chair of the Board and state what action will be taken.

 

Step 6. CVP Board will be regularly informed by the Manager of the number, nature and outcome of any complaints.

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