Comments and Public Complaints

 

Fife Alcohol Support Service aims to provide a high standard of service for the public. Outlined here is a process we have set up for you if you wish to make a comment or are in any way dissatisfied. We believe that paying full attention to your observations and concerns enables us to improve the quality of our service.

 

Making a Comment or Informal Complaint

If you have any comments, observations or concerns about the service you receive please ask to speak to our Service Manager. He will be very willing to discuss these with you or through a representative such as a translator or advocate, or a friend or family member. FASS will accept concerns or comments from third parties who did not directly receive our service.

 

Making a Formal Complaint

If you wish to make a Formal Complaint about the service provided to you by Fife Alcohol Support Service you should contact our Service Manager. You can make your complaint verbally, in writing or through your representative. FASS will accept a Formal Complaint from a third party who did not directly receive our service.

 

Jim Bett
Service Manager
Fife Alcohol Support Service
17 Tolbooth Street
Kirkcaldy
KY1 1RW

 

The Service Manager will investigate your complaint according to the procedure set out in the organisation's Public Complaints Procedure. You will be offered a copy of this document which is also available to download on our website here

If the Manager, after investigation, is not able to resolve the problem to your satisfaction, then you can Appeal your complaint to the agency's Executive Chair.

 

If you need to take things further

If our Public Complaints Procedures are exhausted and you are still not satisfied, then the Executive Chair can provide you with details of an independent arbiter who will reconsider your case if you wish to contact him/her,

or

If you are a client of FASS' Counselling Service you can contact COSCA, the counselling standards agency in Scotland, with your complaint. FASS is an Organisational Member of COSCA (Counselling and Psychotherapy in Scotland).

COSCA logo 1

 

COSCA (Counselling & Psychotherapy in Scotland),
16 Melville Terrace,
Stirling
FK8 2NE

www.cosca.org.uk

 

 

 

 

Conclusion

If at any stage there is proof you have a valid complaint, the Fife Alcohol Support Service will not hesitate to take appropriate action. Equally, if the Fife Alcohol Support Service considers you have no grounds for complaint you will be informed accordingly. In either event the Fife Alcohol Support Service will do its best to bring about a satisfactory conclusion to your complaint.

 

 

COSCA and FASS

 

COSCA logo 1

 

 COSCA

FASS is an organisational member of COSCA (Counselling & Psychotherapy in Scotland). You can find their website here

 

 

FASS-2012-200

 

FASS

FASS Counselling & Psychotherapy Services are delivered in line with COSCA's Statement of Ethics and Code of Practice. You can download a copy here

 

Our Public Complaints Procedure describes how the organisation will respond to a Formal Complaint, including how long the process will take. You can download a copy here

OSCR

 

OCSR logo 72dpi