How to make a complaint

4. How to make a complaint

4.1 We believe that it is best to deal with complaints straightaway rather than let them grow into a big issue. If you have a complaint then please raise it as soon as you can with the person you are dealing with so that they may try to resolve it for you there and then. If there are lessons to be learned, then that person will make sure they are reported to their line manager to action as appropriate.

4.2 If the matter cannot be dealt with this way (perhaps because of a conflict of interest or confidentiality issues) or the matter needs more serious attention, then please contact the
Charity in the way that suits you best using any of the following:

  • Email us:
  • Telephone us: 0330 555 0315
  • Write to us: Comments, Volunteer Support Team, Royal Voluntary Service, Beck Court, Cardiff Gate Business Park, Cardiff, CF23 8RP.

For NHS Volunteer Responder:

  • Email us:
  • Telephone us: 0808 196 3382
  • Write to us: Comments NHSVR, Volunteer Support Team, Royal Voluntary Service, Beck Court, Cardiff Gate Business Park, Cardiff, CF23 8RP.

4.3 As a national organisation, we receive very large volumes of post, emails and telephone calls each day. Please clearly mark your complaint “Complaint” so that it reaches the right desk faster.

4.4 We will be better able to handle your complaint if you give us as much information as you can – your name and contact details so that we may respond to you together with other relevant details, for example, details of the activity that is the cause of your complaint, any information about steps that you have already taken to try to clear up the matter, the names of anyone involved and any relevant dates.

4.5 It is easier for all to look into a complaint if it is made straightaway when recollections are fresh and information is easier to recall. For this reason, if a complaint has not been raised within 6 months we will consider that the issue has either been satisfactorily resolved or that there is no wish to take it further. If however you have been trying to raise your complaint locally without proper response, or if there are other good reasons, we understand that there may be times when this may be extended.

4.6 If you are expressing a complaint on behalf of somebody else, we will need their written agreement before we are able to respond to you on their behalf.

4.7 However you raise a complaint, we will do our best to help.

5. Acknowledging your complaint

5.1 We will formally acknowledge your complaint within 10 working days of receiving it. If you have not received an acknowledgement, allowing for postal delays, within this timescale please telephone 0330 555 0315 to check that your original complaint has been received.

5.2 Our acknowledgement will tell you which department or individual is responsible for considering and replying to the complaint or, if it’s a simple matter, the conclusion to your complaint.

5.3 We will reply to you by email or by letter, depending on how you communicated with us and, if you have provided a telephone number, we may use that to call you to discuss.

5.4 If the complaint is already being handled under another Royal Voluntary Service procedure (for example, the Disciplinary or Grievance Procedures), you will be advised that your complaint has been passed to the individual who is already dealing with it.

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