Complaints procedure
If you are unhappy about The Action Group or any part of the services which it runs then you are able to complain about it. Anyone can do this and you can ask a friend or a relative to help make a complaint.Step 1.
First make sure that you have talked about what bothers you to a member of The Action Group staff who knows you and is aware of your problem.
Step 2.
If he / she cannot solve it then your next step is to send an email, letter, a tape cassette or a video to:
The Action
Group’s Director
The Action Group,
Norton Park Centre,
57 Albion Road,
Edinburgh, EH7 5QY
Tell him exactly what you are complaining about.
Step 3.
The director will contact you within seven days. He will then ask a member of the group’s staff to find out as much as possible about your complaint.You will have the chance to talk to him or her and your complaint will be written in the Complaints Book which is held in the Group’s office.
Step 4.
From that point, the director will have three weeks in which to contact you and try to sort out the problem. If The Action Group has done something wrong, he will put it right.
Step 5.
If, in your view, he does not do so, then you can ask for the Group’s Review Committee to look at your complaint. This committee is made up of two members of the Group’s management committee and three people from outside The Action Group. You can also suggest an additional person to represent you on the committee. They will come to a decision as quickly as possible and let you know what it is.