Free and confidential - counselling, support and information for young people aged 11 - 25
This procedure is available for all persons who have contact with Off The Record and should be used by any person who wishes to make a complaint against Off The Record.
All persons who have any contact or dealings with Off The Record have the right to complain if, for any reason, they are dissatisfied with the service that they have received or the way in which they have been treated.
Stage 1 Procedure
You should write (or get someone else to write on your behalf) to:
The General Manager
Off The Record
Leigh Park, HAVANT
Hampshire PO9 3SU
In this letter you should say why you are unhappy or dissatisfied with the way you have been dealt with, giving as much detail as is possible. The General Manager will reply to you giving you an answer within two weeks of receiving your letter. Copies of all correspondence will be kept on file at the Off The Record, Havant office.
If you are unhappy with the reply that you receive then please follow the next stage.
Stage 2 Procedure
If you are still not satisfied with the answer you have received, then write again (or get someone to write on your behalf) within ten days. In this letter say why you are still dissatisfied and request a meeting with the General Manager. This meeting will be arranged within one month of your second letter being sent and you will be told in advance of the time, place and date of the meeting. You will also be told that you may bring a representative to the meeting with you if you wish to.
After the meeting and within two weeks you will be sent a letter telling you of the result of the meeting. Copies of all correspondence will be kept on file at the Off The Record, Havant office.
If you are still unhappy with the outcome of this meeting then please follow the next stage.
Stage 3 Procedure
Should you wish to take the matter further, then within two weeks of receiving notification of the outcome of the previous meeting please do as follows. Write (or get someone to write on your behalf) to the Secretary of the Board of Directors. In your letter say why you are unhappy with the outcome of the meeting and that you wish to appeal against it. The Secretary will place the matter on the agenda of the next meeting of the Board and will inform you of the outcome, in writing, within one month of the meeting of the Board.
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Off the Record South East Hampshire - Registered Charity Number 106475