COVER are committed to providing good quality of service across all our work streams and we recruit and train our staff to offer you a good experience when you contact us, or engage with any of our projects. However, we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from COVER we would like to hear from you. Equally, if you are pleased with the services offered, or have a suggestion on how we might improve our services, do let us know.

We need to know the exact nature of your complaint. Please provide as much information as possible about the service provided, the individuals or department involved and why you felt the service we offered did not meet your expectations.

How to lodge a complaint

You can make your complaint in whatever form is most convenient to you. You can telephone and speak to the appropriate member of staff. If you do not know who you should talk to, our Receptionist will help. Alternatively you can write to, fax or email us using the details on the 'Contact Us' page.

If you telephone us, the complaint will be logged. Whoever takes your call will attempt to resolve the issue for you. If you are not satisfied with the response you receive at this stage you can submit a formal complaint in writing.

If your complaint is in writing (including fax or email) we will acknowledge it by return and pass it to the appropriate staff member for action. If your complaint cannot be resolved by the person initially dealing with it, it will be directed to the relevant line manager or senior member of staff.

It is our intention that complaints will be responded to within seven working days. If a full response cannot be given within seven working days (e.g. when a matter is very complex or where we have to consult a third party on the matter) you will be informed of the progress being made with your complaint.

The Chief Executive accepts full responsibility for effective complaints handling. If the complaint involves the Chief Executive it will be referred directly to the Chair.

In all cases we will treat your correspondence in strict confidence, with fairness and objectivity. Details of all complaints made will be recorded in the "Complaint" file. 

What to do if you are still unhappy

If you feel your complaint has not been satisfactorily dealt with you have the option to put your concerns directly, in writing, to the Chief Executive or to the Chair of the board of trustees, at the above address. In this instance the final decision rests with the Board.

You will receive a response within 10 working days of receipt of your letter.