Complaints Policy

Moving On Inverclyde — Complaints Policy

1. Our Commitment

Moving On Inverclyde is committed to providing the best possible service to everyone we support. We welcome feedback and take complaints seriously.
We view complaints as an opportunity to learn and improve.

2. What is a Complaint?

A complaint is when someone tells us they are unhappy or dissatisfied with our service, treatment, or actions.

This could relate to:

• The quality or delivery of our services
• Staff or volunteer behaviour
• Accessibility or communication
• Any other concern about Moving On Inverclyde’s work

3. Who Can Complain?

Anyone who uses our services, volunteers with us, or interacts with Moving On Inverclyde can make a complaint.

You do not need to be a member or client to raise a concern.

4. How to Make a Complaint

You can make a complaint by:

• Speaking to your worker, volunteer lead, or any staff member
• Calling us on 01475 735 200
• Emailing us at contact@movingoninverclyde.co.uk
• Writing to us at:
  Moving On Inverclyde
  Kingston House, 3 Jamaica St., Greenock PA15 1XX

5. What Will Happen Next?

We will acknowledge your complaint within 3 working days.

We will investigate your complaint promptly, fairly, and confidentially.

We aim to resolve complaints within 20 working days.

We may contact you to clarify your concerns or update you on progress.

We will tell you the outcome and any actions we will take.

6. If You Are Not Satisfied

If you feel your complaint has not been handled properly, you can ask for a review by a senior manager.

If you remain unhappy, you can contact the Scottish Public Services Ombudsman (SPSO):

Website: www.spso.org.uk
Phone: 0800 377 7330

7. Confidentiality

We treat all complaints confidentially and respect your privacy. Information will only be shared with those involved in investigating and resolving your complaint.

8. Support and Accessibility

If you need help making a complaint, or if you have any access requirements, please let us know. We are happy to support you.