If you feel that we are not providing this service or if you have a complaint, we take these very seriously and will do our utmost to sort out the problem. Any complaint, whether received verbally or in writing, will be dealt with following our complaints procedure. Your complaint will be handled by the Centre Manager and will be recorded and acknowledged within 3 working days and a formal reply made within 14 days. Should this prove unsatisfactory a request will be made for the complaint to be made in writing (if this has not already been done) and this will be investigated by the Board of Directors. The outcome and any action taken will be explained in writing to you. If you are dissatisfied with the Board’s findings, you will be invited to present the complaint in person to a specially convened panel. Should a complaint be against the Centre Manager, this should be taken directly to the Convenor of the Board of Directors who will take the appropriate action.