Complaints
The Camanachd Association is committed to providing high-quality customer services.
We value complaints and use information from them to help us improve our services.
If something goes wrong or you are dissatisfied with our services, please tell us. This article describes our complaints procedure and how to make a complaint. It also tells you about our service standards and what you can expect from us.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us or on our behalf.
What can I complain about?
You can complain about things like:
- delays in responding to your enquiries and requests
- failure to provide a service
- our standard of service
- our policy
- treatment by or attitude of a member of staff
- our failure to follow proper procedure.
Your complaint may involve more than one service or be about someone working on our behalf.
What can’t I complain about?
There are some things we can’t deal with through our complaints handling procedure. These include:
- a routine first-time request for a service, for example, a first time request from an individual or organisation regarding information on funding to develop or improve a sports facility.
- requests for compensation
If other procedures or rights of appeal can help you resolve your concerns, we will give information and advice to help you.
Who can complain?
Anyone can make a complaint to us, including the representative of someone who is dissatisfied with our service.
How do I complain?
You can complain via the below form:
It is easier for us to resolve complaints if you make them quickly and directly to the service concerned. So please talk to a member of our staff at the service you are complaining about. Then they can try to resolve any problems on the spot.
When complaining, tell us:
- your full name and address
- as much as you can about the complaint
- what has gone wrong
- how you want us to resolve the matter.
How long do I have to make a complaint?
Normally, you must make your complaint within six months of:
- the event you want to complain about, or
- finding out that you have a reason to complain, but no longer than 12 months after the event itself.
In exceptional circumstances, we may be able to accept a complaint after the time limit. If you feel that the time limit should not apply to your complaint, please tell us why.
What happens when I have complained?
We will always tell you who is dealing with your complaint.
Our complaints procedure has two stages:
Stage one – frontline response
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong, and immediate action to resolve the problem.
We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.
Stage two – investigation
Stage 2 deals with two types of complaint: those that have not been resolved at Stage 1 and those that are complex and require detailed investigation.
When using Stage 2 we will:
- acknowledge receipt of your complaint within three working days
- where appropriate, discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
- give you a full response to the complaint as soon as possible and within 20 working days.
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.