The Volunteer Centre Western Isles is committed to delivering a high quality, accessible service to our members and others who seek our support. As part of this commitment, we have a complaints procedure to allow those using our services to make suggestions for improvement.

We are keen to hear from anyone who believes we have fallen short of the standards we set ourselves. You can provide this feedback in different ways:

• call 01851 700366 or visit our office in person and ask for the manager.
• email manager@volunteercentrewi.org
• write to us at:  The Manager, 95 Cromwell Street, Stornoway, Isle of Lewis, HS1 2DG

We will acknowledge and provide a response within 10 working days of receiving it. We expect to be able to resolve most complaints within that timeframe, but if we need to conduct a more in-depth investigation, we will aim to provide you with a full response within 20 working days. If we are unable to meet that deadline due to exceptional circumstances, we will let you know why and when you can expect a response.

If you are not happy with the decision you receive, you will be given the opportunity to raise the issue with the Chairperson who will investigate and respond, normally within 20 working days. The response from the Chairperson will be final.