Complaints

Fife Carers Centre is committed to providing high-quality services to unpaid carers and our wider community. We welcome feedback and take all complaints seriously, as they help us improve what we do. We aim to handle all complaints fairly, promptly, and confidentially.

This policy applies to anyone who wishes to raise a concern or complaint about our services, staff, or volunteers, whether verbally or in writing.

How to make a complaint

If you feel able, you can speak directly to a member of staff or a volunteer. If you would prefer not to, you can contact us using any of the following:

  • Email: centre@fifecarers.co.uk

  • Phone: 01592 205472

  • Post: Management
    Fife Carers Centre
    157 Commercial Street
    Kirkcaldy
    KY1 2NS

All complaints will be handled in the same way, regardless of how they are received.

What happens next

  • We will acknowledge your complaint within five working days.

  • We aim to provide a full response within fifteen working days, outlining any actions taken.

  • If a complaint requires more time to investigate, we will keep you informed and let you know when to expect a response.

  • Complaints are normally reviewed and investigated by a member of the Senior Leadership Team.

  • If your complaint relates to a member of the Senior Leadership Team, it will be investigated by another senior leader who is not involved.

  • If your complaint relates to the Chief Executive Officer (CEO), it will be referred directly to the Board of Directors for investigation.

  • If you remain dissatisfied, you can request a formal review by our Board of Directors, which may require your complaint to be submitted in writing.

  • The Board will provide a written summary of their findings and any actions taken.

Your rights and responsibilities

  • Anyone named in a complaint will be kept informed and given the opportunity to respond.

  • All parties are expected to engage with the process respectfully and cooperatively.

Confidentiality

All complaints are handled in confidence. Information will only be shared with those directly involved in investigating or resolving the matter.

Learning and improvement

We are committed to learning from complaints so we can improve our services and better support unpaid carers.