We take your views seriously
We are an independent voluntary organisation providing a range of advisory and practical services to the third sector in Orkney. We strive for continuous improvement in the services we provide and aim to deliver services to a high standard. If you have comments, suggestions or wish to make a complaint, please let us know and we will make improvements as quickly as possible. If it is outwith our power to put things right we will tell you why.
Making comments and suggestions
There may be times when our members, clients and customers have comments/suggestions about how to improve our services. On those occasions, or at any time, we would be pleased to hear what you have to say.
If you wish to make a general comment or suggestion please contact reception staff or use the comment/suggestion box at reception.
Making a complaint
Similarly, there may be occasions when you are unhappy with a service and wish to make a complaint. Please contact staff as described below.
Who to contact?
In the first instance please contact the person who provided the service in person, or in writing, or by telephone. If you do not wish to speak to them personally, please contact their line manager. You can find a staff list showing VAO’s different projects and services in the ‘Our Team’ section of our website.
If you are not sure which person to speak to please contact reception who will be pleased to help you reach the correct member of staff.
What if I have a serious complaint?
If your complaint is serious you should write to the Chief Executive, to explain in detail what you are unhappy about. The Chief Executive is responsible to the Board for all VAO services.
Morven Brooks
Chief Executive
Voluntary Action Orkney
Anchor Buildings, 6 Bridge Street
Kirkwall
KW15 1HR
tel: 01856 872897
The Chief Executive will acknowledge your letter and speak to the staff involved and may contact you for more information. We would normally aim to respond to your complaint within 10 working days.
What if the complaint is not resolved to your satisfaction?
If the Chief Executive’s response does not resolve the complaint to your satisfaction you should write to the Chairperson of the VAO Board, marking the envelope private and confidential, and send it to the address given on the front page.
On receipt of your letter the Chairperson will investigate the complaint with the Chief Executive and any other staff involved. You may be contacted for more information by the Chairperson. If the Chairperson feels the complaint is sufficiently serious he or she will bring it to the attention of the whole Board.
The Chairperson will take into account all our policies and procedures as well as the commitment we make to our customers and members.
At the close of this process the Board’s decision will be final.
