Complaints

ANVOB strives to achieve high standards in all its services and to this end welcomes comments or suggestions from the public, voluntary organisations or other bodies. ANVOB is committed to a process of continuous improvement and regularly surveys users to obtain constructive feedback on services. However, clients may occasionally feel that the quality of our service has fallen short of expectations. If this is the case and you wish complain, you are entitled to expect from us:

1. an acknowledgement of your complaint within 2 weeks
2. a prompt, full and fair investigation
3. to be kept informed while your complaint is investigated
4. to be informed of the outcome of your complaint within one month

If you have a complaint, please get in touch in the first instance with the Chief Officer or other Senior Manager in her absence who will:

1. investigate the matter
2. If, after an investigation, the matter has still not been resolved to your satisfaction you may appeal to the Chair of ANVOB’s Board of Directors who will investigate and report back to you within 6 weeks.

It should be noted that the Chair’s decision to take action or not, is final.

Reviewed March 2024