YOUR
VOICE

Problems or

Concerns...?

Karen
Haldane

Executive

Officer

karen.haldane@yourvoice.org.uk

BOARD MEMBER VACANCIES

If you would like to be board member of Your Voice, you can nominate yourself by filling in THIS FORM. For more information, you can contact our Executive Officer, Karen Haldane for an informal discussion or via email.

Our Service

We will treat everybody fairly and equally irrespective of gender, Religion, race, age disability or sexual orientation.

  • Treat you with courtesy and respect.
  • Respond promptly to your enquiries.
  • Take account of your differing needs and concerns.
  • Let you know what standards of service you can expect from us.
  • Consult you on matters which may significantly affect you.
  • Explain our decisions, if you are not happy with them.
  • Help you to get the help you need.

 

Complaints, Comments or Concerns: Whilst we endeavour to provide a high quality service, we recognise that there may be times that you may not be satisfied with our service. If you have any complaints, comments or concerns about our services please note the following procedure:

Any complaints received from persons calling at our office or by telephone will be dealt with immediately with the aim of resolving the matter there and then.

If an immediate solution is not possible, perhaps because further enquiries are required, a senior member of staff will provide you with an initial response to your complaint within two weeks.  If your initial complaint is made in writing then you will receive a written response within two weeks.

Please address these in the first instance to our Executive Officer at the address shown, marked ‘Private & Confidential’.

If you are not satisfied with the response you receive, your complaint can be considered by a more senior member of our organisation.

Complaints will be monitored in line with our equalities policy.

Written complaints send to
Karen Haldane (private and confidential)
Your Voice Inverclyde, Community Care Forum,
Unit 12/14 Clyde Square,, Greenock, PA15 1NB

or by e-mail to karen.haldane@yourvoice.org.uk

Verbal complaints may be made by phone to 01475 728628 or in person to Your Voice Inverclyde Community Care Forum’s Executive Officer Karen Haldane.

Receiving Complaints

Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded.

The person who receives a phone or in person complaint should:

  • Write down the facts of the complaint
  • Take the complainant's name, address and telephone number
  • Note down the relationship of the complainant to Your Voice Inverclyde Community Care Forum (for example: service user, attends group etc)
  • Tell the complainant that we have a complaints procedure
  • Tell the complainant what will happen next and how long it will take
  • Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.

 

PRIVACY & DATA POLICY

Our privacy policy explains how we manage your information.  At Your Voice we take your personal information very seriously.

As part of our ongoing commitment to transparency and in preparation for new EU data protection law, we are updating our Privacy Policy.  We want to empower you to make the best decisions about the information that you share with us.  We believe you should always know what information we collect from you and how we use it.

 

Information we record

We record and process certain personal information about you have shared with us, to enable us to send you relevant information. The information you give us may include your name, address, e-mail address, phone number, age, etc, including your areas of interest.

You may give us information about you by filling in forms on our Website, attending one of our events or groups or by corresponding with us by phone, e-mail or face to face.  We also make sure we collect and store your data safely and you should always have control over this.

 

Please be reassured that we will not share this personal information with anyone.

 

Permissions to use photographs and audio clips

We take photographs and produce audio/film clips as part of our engagement work.  This may be during an engagement session and or focus group work.  We will always ask your permission if we would like to use your photograph or audio/film clips.  When you give your permission, we will ask if you agree to your photo or audio/film clips being used in our publications, on our website and social media.  If you change your mind about this, please let us know and we will refrain from using this in future.

Thank you for being part of the Your Voice network

CONTACT DETAILS / EMAIL FORM BELOW and at bottom of every page on this website.

CONTACT US:

Inverclyde Community Care Forum

12 Clyde Square Greenock

Telephone 01475 728628

Email: enquiries@yourvoice.org.uk

Facebook @YourVoiceICCF

Twitter @yourvoiceinver

Google+ Your Voice Profile

YouTube: Your Voice Channel

FIND US ON GOOGLE MAPS:

Submitting Form...

The server encountered an error.

Form received.

Your Voice Company No: 265659 Reg Charity SCO29506 | Inverclyde Recovery Cafe Reg Charity SCO47378