1. Introduction
Amma aims to always provide high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you
If you are not happy with Amma in any way, please let us know. We welcome the opportunity to put matters right, for you and for others who might use our services in the future.
2. What to do
First, speak to the staff member providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.
If you are unhappy with the response or feel unable to approach that staff member directly then email info@ammabirthcompanions.org and put ‘complaint’ in the email subject. Alternatively call Amma on 0141 4719799 and choose option 3.
If you need an interpreter, we are happy to arrange that.
Whatever method you choose, we will deal with the matter in the same way.
You should make your complaint within three months of the incident or within three months of the matter coming to your attention. This time limit can sometimes be extended as long as it is still possible to investigate your complaint.
3. What happens next?
We will respond to you within 7 working days. We will tell you who is dealing with it and how long the investigation will take.
We aim to resolve complaints within 28 working days. Some complaints take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us.
We will handle all comments and complaints sensitively. Amma will record your complaint and follow relevant data protection requirements. We will use the information to help us improve our services.
4. Who will deal with your complaint?
Complaints regarding: | Person responsible |
Service provision | Head of Services |
Fundraising | Head of Fundraising and Partnerships |
Advocacy & Communications | Head of Advocacy and Communications |
Other organisational issues or senior staff | Chief Executive |
Chief Executive or Board of Trustees | Chair of the board |
Chair of the Board | Member of Board of Trustees |
5. What if I'm not satisfied with the response?
If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing or by phone Amma Birth Companions using the above contact methods. This may be escalated to the Chief Executive or Head of the Board (as appropriate) who will look at the situation and decide if further action is needed.
If you need an interpreter, we are happy to arrange that.
Overall responsibility for this policy and its implementation lies with the board of trustees of Amma Birth Companions
Amma is a registered charity, no. SC049280 (Scotland). We are registered with the Office of the Scottish Charity Regulator (OSCR) which regulates charities in Scotland along with the Scottish Fundraising Standards Panel. You have the right to contact any of these organisations for further help.
Usually, these organisations will take up a case after giving Amma an opportunity to reply or provide some more information.
If you have fed back to us about a positive experience, we will make sure the right individual receives this feedback.
6. Version
Version number | Change or update | Author or owner | Date |
1.0 | First version | Sarah Zadik | December 2021 |
2.0 | Change | Sarah Zadik | September 2024 |
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