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Complaints Procedure

The Ayrshire Community Trust (TACT) views complaints as a valuable opportunity to learn, improve, and put things right for the individual or organisation that has raised a concern. Our aims are to:

  • Provide a fair and transparent complaints procedure that is easy for anyone to use.
  • Publicise our complaints process so people know how to contact us.
  • Ensure everyone at The Ayrshire Community Trust understands what to do if a complaint is received.
  • Ensure all complaints are investigated thoroughly, fairly, and without unnecessary delay.
  • Resolve complaints wherever possible, and work towards repairing relationships.
  • Gather feedback that helps us continuously improve our services.

The information below explains our complaints process, how to make a complaint, and what you can expect from us.

What is a complaint?

A complaint is any expression of dissatisfaction about any aspect of The Ayrshire Community Trust.

Who can complain?

Anyone with a legitimate interest in The Ayrshire Community Trust may raise a complaint. This includes members of the public, volunteers, staff, board members, contractors, or someone acting on behalf of another person. If you are unable to submit a complaint yourself, someone else may do so on your behalf.

What can I complain about?

You can complain about any aspect of our services, conduct, decisions, or actions that you believe have fallen short of expectations.

How do I make a complaint?

You can make a complaint in person, by telephone, or in writing using our Complaints Form below. To help us respond effectively, please provide:

  • Your full name, address and contact details
  • As much information as possible about what went wrong
  • How you would like us to resolve the matter

What happens after I submit a complaint?

We aim to resolve complaints promptly. We will acknowledge receipt of your complaint within seven working days, confirming:

  • The action we are taking
  • Who is handling your complaint
  • When you can expect a full response

We will keep you informed throughout the investigation and make every effort to resolve the matter as quickly as possible.

If you remain dissatisfied

If, after our full investigation, you are unhappy with the outcome or the way your complaint was handled, you may request for the matter to be escalated to our Board of Directors. The Board will review your complaint and our response, and work to reach a final resolution.

Confidentiality

All complaints are handled sensitively. Information will only be shared with those who need to know, in line with data protection requirements.

Recording and Monitoring

The Ayrshire Community Trust maintains a complaint register with details of each complaint and its outcome. This information is regularly reviewed to support learning and continuous improvement.