Complaints procedure

MAUK aims to provide high quality services, which meet your needs. We believe we achieve this
most of the time: if we are not getting it right please let us know.

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

If you have a complaint please follow the following procedure:

If you are unhappy about any MAUK service, please speak to the relevant Director or Volunteer in
charge of the service.

Stage 1. Approach the concerned person

If you are unhappy with an individual in MAUK sometimes it is best to tell him or her
directly.

Stage 2. Approach Team Leader

If you feel this is difficult or inappropriate then speak to the Team Leaders. (If the
complaint is about a Team Leader please approach the Secretary or Chair)

Often we will be able to give you a response straightaway. When the matter is more
complicated, we will give you at least an initial response within five working days.

Stage 3. Make a written complaint

If you are not satisfied with our response or wish to raise the matter more formally, please
write to the Secretary or Chair. (If your complaint is about the Chair or Secretary please
write to the Board through a Board member you are confident with)

All written complaints will be logged. You will receive a written acknowledgement within
three working days.

We aim is to investigate your complaint properly and give you a reply within ten working
days, setting out how the problem will be dealt with. If this is not possible, an interim
response will be made informing you of the action taken to date or being considered.

Stage 4. Report to Board Meeting

If you are not satisfied with the response to your written complaint, you have the
opportunity to raise the matter to the Board meeting in person. Please write to the
Secretary who will arrange for this.

Stage 5. Report to Annual General Meeting (AGM)

If you are still not happy with the response from the Board you are requested to raise the
matter at the next AGM following MAUK regulations governing AGM.

Finally,

Please also let us know if you are happy with MAUK services.

Download complaint form

or use our

online form