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Complaints Procedure

By 19th September 2017 June 9th, 2020 No Comments

We take the opinions and comments of those involved in our work seriously, and it is our aim that any complaint made to RIO is solved quickly and fairly.

If you feel that the service you have received from RIO is unsatisfactory in any way, the first step taken to resolve the issue is to express this matter with the member of staff or team that you have been dealing with. However, if you would prefer to speak to someone who has not been involved with the matter about which you are complaining, then please state your complaint in writing to:

Steve Clark, Head of Operations, Real Ideas Organisation, Devonport Guildhall, Ker Street, Plymouth, PL1 4EL

Alternatively, you can ring 0845 8621288 or email info@realideas.org

You will receive notification of receipt of your complaint within 3 working days.

Your complaint will then be investigated by speaking with you and the other people involved. This will be followed up with a full written report, including any necessary explanations or steps that will be taken to ensure that the situation shall not reoccur. We will aim to have this report sent to you within 10 working days, and will keep you informed of progress.

If you are not satisfied with the report from your original complaint, you may request a full meeting with the Directors of RIO, to which you would be invited. You may bring a friend or representative to support or represent you.   A convenient date will be set for the meeting; the Directors will then hear your original complaint as well as the full internal investigation and report.

The Directors will decide regarding any appropriate action to be taken in order to resolve the situation. You will be contacted in writing about the decision within 10 working days. The Directors’ decision will be final.


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