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Complaints Proceedure

Last updated on the 15th of September 2021

This page describes our procedures on the submission of complaints with regards to our service.

Our Aims

Veterans Legal Link is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to complaints, and by putting mistakes right.

Therefore we aim to ensure that:

We recognise that many concerns will be raised informally, and dealt with quickly.

Our aims are to:

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

Definitions

A compliment is an expression of satisfaction about the standard of service we provide.

A complaint is defined as any expression of dissatisfaction, however, it is expressed. This would include complaints expressed face to face, via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

Purpose

We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

Complaints

The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant's satisfaction.

Responsibilities

Veterans Legal Link responsibility will be to:

A complainant's responsibility is to:

Confidentiality

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Veterans Legal Link maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

We do not accept responsibility for details passed onto us by third parties which has taken place without your consent. If we hold your details when we should not, we will destroy any data accidentally held by us immediately on your request.

Please see our privacy policy for further details.​

Complaints Procedure

Written records must be made by Veterans Legal Link at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.

Stage 2

If the complaint cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

Stage 3

If the complainant is not satisfied with the above decision, then the complaint will be passed on to a further Committee member. If the second committee member is in agreement with the decision, then no further action will be taken and a written explanation will be provided via email within 30 days.

Contact Us

If you have any questions about this privacy policy, you can contact us: