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Complaints Procedure

Did we get it wrong?

Please tell us and we will deal with it as quickly as we can. If we receive a complaint we will investigate and respond promptly. We will use your concern or complaint as an opportunity to learn and to improve how we do things.

If you are dissatisfied with any aspect of what we have done or said please let us know. 

Ideally speak first to the person who attended to you. We understand that sometimes this can be difficult so if you can’t do this for any reason please speak or write to our Executive Director or Chairperson.

Who can make a complaint?

Everyone who engages with Healthy n Happy Community Development Trust, including beneficiaries, service users, volunteers, partner agency staff and customers can make a complaint about any aspect the organisation, our people, services or activities. 

How to make a complaint

• By speaking with the person who attended to you
• By calling on 0141 646 0123
• By emailing complaints@healthynhappy.org.uk  
• By writing to the  Executive Director or Chairperson at:

Healthy n Happy Community Development Trust
Aspire Building
16 Farmeloan Road
Rutherglen
G73 1DL 

What will happen after I complain?

Your complaint will be acknowledged within five working days of the complaint being received. We will advise you of any immediate action being taken in response to your complaint and give you an indication of when you should expect to receive a full response. Complaints will be responded to within 25 working days of their receipt.

We will keep your complaint confidential as far as possible, but we may need to share information with other relevant people in order to fully investigate and resolve it. We will handle information in line with the Data Protection Act.