POLICIES AND COMPLAINTS

SAFEGUARDING POLICY

We have a comprehensive safeguarding policy. You can read it and download it here.

MAKING A COMPLAINT

This policy handles complaints made by both customers and volunteers.

At Upper Coquetdale Community Transport (UCCT) we encourage you to provide your feedback as we are always looking to improve and develop our service to the community.

Our complaints procedure is as follows:

1. A complaint should be made to the Transport Manager by any of the following means:

a. By telephone on 01669 622264

b. In writing to Transport Manager, Mossgiel, Croft Road, Rothbury. NE65 7QU

c. By email to ucct3@hotmail.com

2. Where a complaint is made over the telephone we will:

a. Make a written record of your complaint

b. Provide a copy of the written record within three working days.

3. All complaints will be acknowledged within three working days and in the acknowledgment letter we will provide the name of the person who will investigate your complaint.

4. All complaints will be investigated by one or more trustees of the charity.

5. You will be kept informed about the progress of the investigation.

6. A reply to your complaint will be provided in writing within 28 days.

7. If you are unhappy with our reply you are of course free to approach the Community Transport Association or Northumberland County Council