CUSTOMER COMPLAINTS PROCEDURE 

Our Aim 

Children’s Scrapstore is committed to providing a high-quality service and to working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers, clients and members of the public, by responding positively to complaints, and by putting mistakes right. 

Therefore, we aim to ensure that: 

  • We welcome compliments, feedback and suggestions 

  • Making a compliment or complaint is as easy as possible 

  • We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response 

  • We deal with it promptly, politely and, when appropriate, confidentially 

  • We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc. 

  • We learn from complaints, use them to improve our service, and review annually our complaints procedures 

We recognise that many concerns will be raised informally and can be dealt with quickly. 

Our aims are to: 

  • Resolve informal concerns quickly 

  • Keep matters low-key 

  • Enable mediation between the complainant and the individual to whom the complaint has been referred if appropriate 

This process ensures that we welcome compliments and provides guidelines for dealing with complaints from customers, clients and members of the public about our services, facilities, staff and volunteers. 

Find out more about our Complaints Procedure though the PDF attached.

Complaints Procedure PDF