Complaints Procedure

General Statement

CVS Brent aims to provide its members, organisations and individuals with the best possible service. We positively welcome suggestions you may have for how we can improve our service.

Should a problem arise, usually a word with the person at the point of service delivery will suffice. 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 also want to know about these occasions so that we can make good the problem and plan to avoid its repetition. If you have a complaint, we would like you to tell us about it.

Your continued goodwill is greatly valued by us, and we would expect to resolve any day-to-day difficulties or complaints informally and as quickly as possible.  In the first instance, we would expect you to raise any complaint directly with the member of staff concerned.

The more formal procedure outlined below is intended for use by members and other users of our services, where informal communication has not resolved the problem.


This is what you should do:

The complaint should be made either in person, or by telephone, fax, letter or email to the Chief Executive Officer of CVS Brent who will acknowledge, in writing within ten working days, the receipt of any complaint.  If the complaint is about the Chief Executive Officer, the complaint should be addressed to the Chair of CVS Brent marked as ‘confidential’.  At this, and any subsequent stage, the complainant may be accompanied or supported by a friend, but not a legal representative.


This is what CVS Brent will do:

The Chief Executive Officer (or Chair) will investigate the circumstances leading to the complaint and will communicate the results of the investigation to the complainant within a reasonable time – normally within 20 working days of the complaint being received.  If the complaint is found to be justified, the Chief Executive Officer (or Chair) will agree any necessary further action with the complainant.

The complainant will have the right – if dissatisfied with the results of the enquiry – to put their case, in writing, to an appeal panel of two Trustee Board members, which will include at least one the vice-chair.

If the appeal is found to be justified, the appeal panel will agree any necessary further action with the complainant.  The decision of the appeal panel is final, and no further appeal is possible.

The Trustee Board shall be informed by the Chief Executive Officer (or Chair) at the first available meeting of the number and nature of any formal complaints and their outcome, and consideration will be given to the implications these have for the planning and management of future services annually, as part of CVS Brent’s self-evaluation.

If you have a complaint, contact:

The Chief Executive Officer (or Chair)

CVS Brent,

SEIDs Hub,

Empire Way,

London HA9 ORJ

or via

Tel. No. 07534028144 OR 02030111696

Please also let us know if you are happy with CVS Brent’s services.


This policy will be reviewed every three years.

Date Policy to be Reviewed:

December 2023

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