Complaints
Introduction
South Norfolk Youth Action (SNYA) Radio is committed to delivering a quality service at all times. However we do accept that occasionally things can go wrong. If you are dissatisfied with any aspect of the service you receive from SNYA Radio 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 the Complaints Administrator at:
SNYA Radio
Swan Lane
Long Stratton
Norwich NR15 2UX
Tel: 01508 535842
Fax: 01508 535842
Email: complaints@snyouthaction.org.uk
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 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 Station Manager accepts full responsibility for effective complaints handling.
In all cases we will treat your correspondence in strict confidence, with fairness and objectivity.
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 Chair of South Norfolk Youth Action Radio
Chair
SNYA Radio
Swan Lane
Long Stratton
Norwich NR15 2UX
The Chair will reply to you within 10 working days of receipt of your letter. If you are not content with the outcome you may raise your complaint with the full Council of South Norfolk Youth Action by writing directly to:
Chair
South Norfolk Youth Action
South Norfolk House
Swan Lane
Long Stratton NR15 2XE
The matter will be raised at the next full Council meeting and you will be informed of the outcome within 10 working days of that meeting.
Office of the Ombudsman
If, after taking the steps outlined above, you are dissatisfied with the way in which SNYA Radio has handled your complaint, you may contact the ombudsman at:
Stephen Thomas
Active Citizenship Coordinator
Children’s Services, Southern Area Youth Work Team
30 Shelfanger Road
Diss
IP22 4EH
Tel: 01379 642425
Fax: 01379 642425
E-Mail: 01379 642425
Third Party Complaints
If you wish to complain about the service you have received from an individual or organisation which has been funded by SNYA Radio you should, in the first instance, raise the matter directly with the individual or organisation concerned. SNYA Radio has no remit to resolve any such complaints on your behalf. Nevertheless, if you write to us we will forward any such complaints directly to the relevant individual or organisation for resolution. You will need to provide details of the venue, date and the reasons for your complaint. We will forward your complaint, together with a covering letter, to the body concerned within seven working days. We will copy you on all correspondence to and from the third party relating to your complaint.
And finally…..
SNYA Radio takes every complaint and suggestion seriously. We systematically record the complaints received and the subsequent actions taken. The number of complaints, their nature and the speed with which they are dealt with are all monitored. We report regularly our progress on our handling of complaints to our full Council.
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