Complaints Procedure
Our complaints procedure sets out what you should do if you are dissatisfied with the service you have received from SILC. This procedure does not apply to complaints made by staff/volunteers or job applicants (these are dealt with through the grievance procedure and the recruitment procedure).
Where the complaint is against the Chief Executive, the same procedure will be followed, but with one of the Trustees substituting for the Chief Executive’s role at all stages.
Preliminary stage
A complaint can be made verbally, by email or in writing. You should state that you wish to make a complaint and explain briefly what the problem is and the outcome you are seeking.
Stage 1
Within five working days of receipt of your complaint, you will be invited to discuss your complaint with a line manager, the Deputy Chief Executive and/or the Chief Executive. This can be done in person, by phone or online.
Stage 2
If the problem is not resolved by these discussions, you should put your complaint in writing to the Chief Executive, marked Private and Confidential, providing as much detail as possible. A telephone or online interview is possible if you are unable to put your complaint in writing.
If your complaint involves a member of staff, the Chief Executive, or Deputy Chief Executive on his behalf, will invite them to put forward their account, either by written statement or verbally. The Chief Executive or Deputy Chief Executive will then respond to your complaint in writing within 15 working days of receipt of your written complaint.
Stage 3
If this written response doesn’t resolve your complaint to your satisfaction, you can request that the Chief Executive refer the complaint to the Trustee Board. You will need to do this within 28 days of receiving the written response. The Trustee Board will then respond to you within 25 working days of receipt of your request.
How to contact Surrey Independent Living Charity
SILC, Astolat,
Coniers Way,
Burpham, Surrey GU4 7HL
Chief Executive Richard Davy
Phone - 01483 458 111
Text – 07919 418 099
Email: r.davy@surreyilc.org.uk
