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©2007 Sudanese Coptic Association
Arabic School | Taxi Forum | Lectures | Gallery | Entertainment | Newspaper | Sudanese Food
©2007 Sudanese Coptic Association
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COMPLAINT
__________________________________________________________
SCA exists to provide a safe, inclusive environment in which Sudanese Coptic community can thrive and develop to the benefit
of all it’s members.
At SCA we aim to provide a quality service to all Sudanese Coptic individuals and their families who need our help. We try to be
as efficient as possible, and are keen to make improvements to ensure our services are more effective and accessible to all
members of the community.
We would like to hear from you if you have not been happy with any aspect of our organisation, and want to make a complaint.
The following procedure has been set up by SCA to ensure that your complaint is properly heard.
You have a right to support from an independent advocate or friend at any point during this process. SCA will take your complaint
seriously and do all it can to ensure that the situation is resolved to your satisfaction.
Our contact details as follows:
SCA
PO Box 2704
Brighton
BN2 4WZ
TEL: 01273 732768
E Mail: sudanesecoptic@hotmail.com
Step On
If you are unhappy with the service you have received (with an individual in our organisation, or with the organisation as a whole)
the first stage will be for you to try to resolve the problem informally with the person involved
If you would prefer not to speak to someone who was involved in the situation, then go straight to step two.
Step Two
If your complaint is not resolved through the above actions, the next step is to contact the relevant manager or the a member of
the executive committee in the first instance at the above address, detailing your complaint by letter marked private and
confidential Alternatively, you can contact the relevant manager or the a member of the executive committee by telephone, to
make an appointment to make your complaint in detail at a meeting.
If you have a complaint involving managers you can contact a member of the executive committee. Any written communication
should be marked "Private and Confidential".
If you have a complaint involving a member of the executive committee you can contact the Chair of SCA. Any written
communication should be marked "Private and Confidential".
You should receive confirmation of receipt of your complaint within 5 working days
Step Three
The relevant manager, or a member of the executive committee (or the Chair of SCA if your complaint relates to a member of the
executive committee) will investigate your complaint by talking to you and other people involved in the situation and will follow
this up with a full written report, sending copies to you. The report will include any necessary explanations or steps that will be
taken to ensure the problem does not recur.
We will aim to send a report to you within 15 working days, and will keep you informed of progress.
Step Four
In the event that you are not satisfied that your complaint has been dealt with properly, you may request a meeting of a Panel
agreed by the full SCA Board, to which you will be invited. You may bring a friend or other representative to support or represent
you. The meeting will hear your complaint again, and of the internal investigation. It will make a decision regarding appropriate
action that may be required to resolve the situation. You will be contacted in writing with their decision. The decision of the panel
will be final.
SCA aims to convene the Panel within 15 working days of your request, and write to you within 5 working days of the Panels
meeting
__________________________________________________________
SCA exists to provide a safe, inclusive environment in which Sudanese Coptic community can thrive and develop to the benefit
of all it’s members.
At SCA we aim to provide a quality service to all Sudanese Coptic individuals and their families who need our help. We try to be
as efficient as possible, and are keen to make improvements to ensure our services are more effective and accessible to all
members of the community.
We would like to hear from you if you have not been happy with any aspect of our organisation, and want to make a complaint.
The following procedure has been set up by SCA to ensure that your complaint is properly heard.
You have a right to support from an independent advocate or friend at any point during this process. SCA will take your complaint
seriously and do all it can to ensure that the situation is resolved to your satisfaction.
Our contact details as follows:
SCA
PO Box 2704
Brighton
BN2 4WZ
TEL: 01273 732768
E Mail: sudanesecoptic@hotmail.com
Step On
If you are unhappy with the service you have received (with an individual in our organisation, or with the organisation as a whole)
the first stage will be for you to try to resolve the problem informally with the person involved
If you would prefer not to speak to someone who was involved in the situation, then go straight to step two.
Step Two
If your complaint is not resolved through the above actions, the next step is to contact the relevant manager or the a member of
the executive committee in the first instance at the above address, detailing your complaint by letter marked private and
confidential Alternatively, you can contact the relevant manager or the a member of the executive committee by telephone, to
make an appointment to make your complaint in detail at a meeting.
If you have a complaint involving managers you can contact a member of the executive committee. Any written communication
should be marked "Private and Confidential".
If you have a complaint involving a member of the executive committee you can contact the Chair of SCA. Any written
communication should be marked "Private and Confidential".
You should receive confirmation of receipt of your complaint within 5 working days
Step Three
The relevant manager, or a member of the executive committee (or the Chair of SCA if your complaint relates to a member of the
executive committee) will investigate your complaint by talking to you and other people involved in the situation and will follow
this up with a full written report, sending copies to you. The report will include any necessary explanations or steps that will be
taken to ensure the problem does not recur.
We will aim to send a report to you within 15 working days, and will keep you informed of progress.
Step Four
In the event that you are not satisfied that your complaint has been dealt with properly, you may request a meeting of a Panel
agreed by the full SCA Board, to which you will be invited. You may bring a friend or other representative to support or represent
you. The meeting will hear your complaint again, and of the internal investigation. It will make a decision regarding appropriate
action that may be required to resolve the situation. You will be contacted in writing with their decision. The decision of the panel
will be final.
SCA aims to convene the Panel within 15 working days of your request, and write to you within 5 working days of the Panels
meeting
