Established 2005 Registered Charity No. 1110656

Scottish Charity Register No. SC043760

current issue



The Pavement Complaints Policy

September 01 2020

The Pavement Complaints Policy

Compliments, Comments and Complaints

the Pavement welcomes feedback from its service users, including:

  • Compliments on aspects of its service or the behaviour of its team members that have been found to be particularly helpful, useful or exceptional.
  • Comments, observations or concerns about some aspect of its service or the behaviour of its team members that should be recorded but is neither a compliment nor a complaint. 
  • Complaints about some aspect of its service or its team members that have fallen so short of service users’ expectations that they feel action should be taken to correct some damage they have suffered or to protect future service users from the same problem.

Who is covered by this policy?

the Pavement team is constituted of trustees, independent contractors and volunteers. All team members and associates are covered by this policy.

What is covered by this policy?

This policy covers how to deal with complaints from beneficiaries, associates and third parties, both in terms of the steps that need to be taken and tips for effective complaint handling.


Feedback from beneficiaries, associates and third parties and how we deal with them is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we need to do better, and if we deal with complaints effectively, we can often improve our relationships with beneficiaries and associates overall.

Complaints may be received by any the Pavement Team member and may arrive in many different ways - by letter, e-mail, social media or in person.


All complaints should be addressed to the editor, or to the Chair of Trustees if the complaint is about the editor. Whoever receives the complaint must follow the process below:

Stage 1 Record the complaint
Complete Parts 1 and 2 of the Complaint Form and email it to the editor. Use the name of the complainant and date as the file name.

Stage 2 Dealing with the complaint
The editor will attempt to resolve the complaint and complete Part 3 of the Complaint Form.

Stage 3 Reporting complaints
The Chair of Trustees should be advised of the suggested resolution and the editor will contact the complainant with details of this resolution if appropriate.

Time Scale
Under normal circumstances the complaint process should be completed within five working days. If the complaint is complex and cannot be dealt with within this time scale, the complainant will be updated regularly about the progression of their complaint.

Taking corrective actions

Changing your own individual actions: If the problem has come about as a result of your own individual actions, review your own processes and actions to avoid similar occurrences in future.

Policy Review: If problems have come about either as result of the organisation’s ways of working, or an individual’s actions, trustees should consider how to correct the situation.

Complaint Form

This form is to be completed for all complaints received whether by letter, email, twitter, in-person or by telephone. Please attach copies of any written/email correspondence to this form when complete and send it to the [ACCOUNTABLE PERSON].

Part 1: Complainant Details:
Name:                                                 Role:
Organisation:                                      Phone Number:
                                             E-mail address:
Progress Account Number:
                Complaint received by:
Date received :
                                   How received:

Part 2: Details of Problem:
Please provide full details of the nature of the problem (ensure you include all facts clearly)

Complaint passed to:                          Date:

Part 3: Details of Problem Resolution:
Please detail how we plan to resolve the issue with the complainant:

Completed by:                                    Date: