Complaints Policy

Introduction

We aim to provide a high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you.

If you are not happy with our service, please let us know. We welcome the opportunity to put things right, for you and for others who might use our services in the future.

What to do?

First, speak to the staff member or volunteer providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.

If you are unhappy with the response or feel unable to approach the person directly, then please explain the situation by writing to us:

• Email: info@bipolaredinburgh.org.uk
• Post: The Secretary, Bipolar Edinburgh, Central Hall, 2 West Tollcross, Edinburgh EH3 9BP

What happens next?

We will respond to you within ten working days. We will tell you who is dealing with it and how long the investigation will take. We aim to resolve complaints within one calendar month. Some complaints take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us. We will handle all comments and complaints sensitively. Bipolar Edinburgh will record your complaint and follow relevant data protection requirements. We will use the information to help us improve our services.

What if I’m not satisfied with the response?

If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to the Chair of Bipolar Edinburgh’s Board, who will look at the situation again and decide if further action is required.

Their contact details are:

• Email: chair@bipolaredinburgh.org.uk
• Post: Chair, Bipolar Edinburgh, Central Hall, 2 West Tollcross, Edinburgh EH3 9BP

Overall responsibility for this policy and its implementation lies with the Board of Trustees.

Version 1.0 approved 23/09/22.