Redcar and Cleveland Voluntary Development Agency takes all complaints seriously. If you have a general complaint or concern it will be managed by our Chief Executive Officer, Peter Neal, you can contact him by either:
- Calling us and asking to speak to Peter: +44 (0) 1642 440 571
- Email Peter directly at [email protected]
- Write to Peter at Redcar and Cleveland Voluntary Development Agency, The Palace Hub, 28-29 Esplanade, Redcar, TS10 3AE
- Fill in the online form below
We will always treat your complaints seriously.
We will treat you politely, fairly and respect your confidence.
Our Complaints Procedure
First Stage
If you make a complaint by telephone, we should be able to resolve it during the call.
If this is not possible, we will let you know how long it will take us to resolve it.
If you complain by email or by post, we will resolve it or acknowledge receipt of it within 5 working days.
If the complaint is more complex, we will contact you again with a resolution within 10 working days of receipt.
Second Stage
Hopefully, you will be satisfied with our response. However, if not, please let us know.
We will then escalate your complaint to the Chair of the Trustees.
They will lead an investigation and contact you with a resolution within 10 working days.
Third Stage
If you are still unhappy, you can contact the Charity Commission who will independently investigate your complaint.
You can contact them on their website: https://www.gov.uk/complain-about-charity.
If your complaint is related to our delivery of regulated credit agreements then you can also complain to the Financial Ombudsman Service on their website: https://www.financial-ombudsman.org.uk/consumers/how-to-complain.
