Complaints Procedure

Dorset Community Action (DCA) aims to provide an efficient, prompt and courteous service; however we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.  We welcome the opportunity of being made aware of the problems and resolving them.

In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know for any reason you are not satisfied with your dealings with the organisation:-

  • The complaint should be made in writing or on the complaints form below, to the Chief Executive and sent to our registered office in Dorchester. If your complaint is about the Chief Executive, please address your letter to the Chair.
  • All written complaints will be logged, and you will receive a written acknowledgment within five working days.
  • The Chief Executive will investigate your complaint thoroughly and communicate the results of the investigation with in fifteen working days.  If this is not possible, an interim response will be made informing you of the action taken to date or being considered.
  • Records will be maintained of each complaint received in line with the current Data Protection regulations, and the completed form will reviewed at a management meeting.  From this information the organisation will consider areas of concern and bring about developments and general improvements in practice. 
  • If after we have given our response, you are not satisfied, you will be given the opportunity to write to the DCA Chair who will report the matter to the Board of Trustees and decide on any further steps to resolve the situation.