Feedback & Complaints
Inspiring Young Voices seeks to operate in a way that is respectful and professional at all times. As an organisation we seek to be reflective in our practice to improve on our performance.
Consequently, Inspiring Young Voices welcomes feedback whether a suggestion or a complaint.
Feedback for Inspiring Young Voices
If you have any feedback for the team at Inspiring Young Voices please send them to:
Chief Officer: Gaener Rodger
chiefofficer@inspiringyoungvoices.org
Participation Lead: Post Currently vacant
Chair: Norman MacAskill
chair@inspiringyoungvoices.org
Complaints to Inspiring Young Voices
The team at Inspiring Young Voices are committed to inspiring and be inspired by the voices of children and young people in Highland facing challenges in their lives. We seek to ensure that these voices are raised, heard and acted upon. We will advocate for changes in policy and practice across Highland which support and promote the meaningful participation of children and young people at every level of decision making.
Our aim is to promote participation by enabling children and young people to have their voices heard where and when they wish. We support and advise them on how to raise awareness and influence positive change in matters they see as important. We ensure their human rights are upheld, creating increased opportunities and a continually improving quality of life and holding people to account.
If you wish to make a complaint about our teams conduct please follow our IYV Complaints and Whistle Blowing Policy and Procedures set out below. When we receive a complaint we aim to provide a thorough response as quickly as possible.
IYV Complaints and Whistle Blowing Policy and Procedures
Inspiring Young Voices Policy Statement
Inspiring Young Voices seeks to operate in a way that is respectful and professional at all times. As an organisation we seek to be reflective in our practice to improve on our performance.
Consequently, Inspiring Young Voices welcomes feedback whether a suggestion or a complaint.
Review arrangements
We will review this policy and its associated procedures bi-annually as part of our self-evaluation arrangements and revise it as and when necessary in response to feedback or issues that may emerge in the subject matter of complaints received.
If you would like to provide any feedback please find our contact details at the end of this document.
How should I complain?
Inspiring Young Voices employees are reflective practitioners who should welcome and respond to any complaints. Where possible any problem should be reported to a staff member at the earliest opportunity.
If the staff member cannot help or you wish to speak to someone else, you can ask to speak to IYV Chair, contact details below.
If this is not possible, or if you are not satisfied with the help provided by IYV Chair, please send a written complaint, normally within one month of the event you are complaining about and address it to the address at the end of policy.
If I complain, what details do I have to give?
When you contact us, please provide:
- Your full name, contact details, e-mail address, and daytime telephone number
- A full description of your complaint (including the subject matter and dates and times if known)
- Any names of the people you have dealt with so far
- Copies of any papers or letters to do with the complaint
Confidentiality and whistle blowing
Sometimes a complainant will wish to remain anonymous. However, it is always preferable to reveal your identity and contact details to us, and if you are concerned about possible adverse consequences, please inform us that you do not wish for us to divulge your identity.
If it helps to reassure you on this point, we can confirm that we will not disclose information if to do so would be a breach of confidentiality and/or any other legal duty.
While we are prepared to investigate issues which are reported to us anonymously and/or by whistle-blowers we shall always try to confirm an allegation by means of a separate investigation before taking up the matter with those to whom the complaint/allegation relates.
What will happen to my complaint?
We will acknowledge receipt of your complaint within five working days, letting you know who is investigating your complaint.
We aim to investigate the complaint within 20 working days. If your complaint is more complex or involves people who are not available at the time, this time period may be extended. We may contact you within this period to seek further information or clarification (in some instances we may recommend a meeting). At the end of the investigation, we shall write/email to inform you of our decision.
If any part of your complaint is upheld, we will respond to the complainant accordingly and give due consideration to how we can improve our service.
In situations where a complaint has been successful, we will give due consideration to the outcome and will take identified actions.
What if I am not happy with the reply?
If you disagree with the decision, it will be reviewed by three other members of Inspiring Young Voices Board of Trustees. Their decision shall be final.
Reports on particular complaints will be securely kept online for three years and then deleted.
Register of complaints will be kept for ten years.
Inspiring Young Voices Complaint contact details:
Chief Officer: Gaener Rodger
chiefofficer@inspiringyoungvoices.org
Participation Lead: Post Currently vacant
Chair: Norman MacAskill
chair@inspiringyoungvoices.org
Postal address: Inspiring Young Voices,
New Start Highland Offices,
9 Carsegate Road North
Inverness
IV3 8DU