KCVS aims to provide its members, organisations and individuals with the best possible service.

We recognise that from time to time there may be occasions when users of our services feel or perceive that the quality or level of service provided falls short of what they could reasonably expect or where you would like to make a suggestion for improvement or pass on a compliment where things have worked well.

Your continued custom and goodwill is greatly valued by us and therefore if you have a suggestion, comment or complaint to make, we would really like you to tell us about it.

This is what you should do:

  • The suggestion, comment or complaint should be made in writing to the Chief Executive who will acknowledge it in writing within 7 days. If the matter is a suggestion or a compliment the Chief Executive will reply to you within 21 days and indicate how the suggestion will be taken up.
  • Where the matter is a complaint the Chief Executive shall in consultation with the Chairperson of the Board of Directors – undertake to appoint an officer to investigate the circumstances leading to the complaint.
  • The investigating officer shall communicate the result of the investigation to you within a reasonable time – normally 21 days.
  • You have the right – if dissatisfied with the result of the inquiry – to appeal in writing to the Chairperson.

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