Draft Complaints Policy and Procedure

COMPLAINTS AND COMPLIMENTS PROCEDURE – Draft
Sherburn & Villages Community Library aims to provide its customers with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.

Your continued goodwill is greatly valued by us and we would expect to resolve any day to day difficulties or complaints informally and as quickly as possible. In the first instance we would expect you to raise any complaint directly with the team member concerned. Each shift has a Team Leader who is responsible for the day to day operation, so please ask to speak to the Team Leader if required.

Please also let us know if you are happy with Sherburn & Villages Community Library’s services. We are pleased to receive any compliments which can be passed onto the volunteers.

The more formal procedure outlined below is intended for use by customers, where informal communication has not resolved the problem.
How you can make a complaint

If the complaint is with regard to services still supplied by North Yorkshire County Council, such as the quality of the book or DVD stock or issues with IT, please complete the Complaints form. This will be forwarded to NYCC for response.

If the complaint is with regard to the service supplied by the Community Library such as customer service or building issues, please raise the issue with the Team Leader. If you wish to escalate the matter further please forward your concerns to the Management Group preferably via the e-mail address below. You will receive an acknowledgement within 48 hours and advice as to when the complaint will be reviewed.

If the complaint is about the Team Leader please contact the Volunteer Manager via the contact information below.

How we handle your complaint

All formal complaints will be investigated by a member of the Management Group and reviewed by the Group at their monthly meetings and you will be advised of the results.

The Chair of Management Group will keep the Trustee Board informed of the number and nature of any compliments and complaints, and the outcomes. S/he will report to the Board on this at least annually.

If you have a complaint, contact:
Volunteer Manager      sherburncommunitylibrary@gmail.com