Complaints Procedure

Complaints policy

Plymouth Octopus Project is working hard with other partners in the Plymouth VCS to change and improve our networking, our capacity and our influence. However in this fast moving pilot project we and the sector will sometimes get things wrong. We value your feedback, and want to hear from you if you think this has happened.

The first thing to do is to let one of us know your concern. You can do this by phone on 01752 395131, by email to info@plymouthoctopus.org or in person to any of our workers. She or he will try to resolve your complaint as soon as possible and will contact you with the outcome.

If you are still not satisfied or wish to make a formal complaint, this should be done in writing to info@plymouthoctopus.org or to Plymouth VCSE, Devonport Guildhall, Ker St, Plymouth, PL1 4EL. We will acknowledge receipt within one week of its arrival with us, and will respond to the complaint in writing as soon as practicably possible, and in no more than twenty one days of receipt.

If you are not satisfied with the outcome of your complaint you can appeal in writing to the Plymouth VCSE within 28 days of the date of our written response, and your complaint will be heard by a panel of at least two directors of the company who have not been involved in the complaint (where possible), and one informed independent person. The panel will be held not more than 28 days from receipt of your appeal.

The decision of the Appeals Panel will be final.

Where Plymouth VCSE receives multiple or repeated complaints from one person, and in particular where these appear to be irresolvable no matter what efforts are made by the collective, we may interpret such complaints as vexatious. Where this is so, we take steps to manage the interaction tightly so as to minimise negative impact on our work.