Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a Trustee of Bmws, rather than a member of Bmws's staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of Bmws staff to write to, your complaint should be sent to Bmws’sservices manager,
Stage 2
If you are not satisfied with the initial response to the complaint then you can write to Bmws's Head of services complaint committee, and ask for your complaint and the response to be reviewed. You can expect the Head of services, complaint committee, to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
Bmws's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
In the first instance, if you are unable to resolve the issue informally, you should write to the member of staff who dealt with you, or their manager, so that he or she has a chance to put things right. If your complaint concerns a Trustee of Bmws, rather than a member of Bmws's staff, you should write formally to the individual concerned. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 4 working days of receipt. You should get a response and an explanation within 15 working days. If you are unsure which member of Bmws staff to write to, your complaint should be sent to Bmws’sservices manager,
Stage 2
If you are not satisfied with the initial response to the complaint then you can write to Bmws's Head of services complaint committee, and ask for your complaint and the response to be reviewed. You can expect the Head of services, complaint committee, to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
Bmws's aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Final Stage
If you are not satisfied with the subsequent reply from Bmws’s Head of services, complaint committee then you have the option of writing to the Chair of the Board of trustees, Executive Committee (Trustees), BMES, 16 osbaldeston Road London N16 7dp, stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from BMWS’s Head of Services, complaint committee.
The Chair of the Central Executive Committee (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Send your complaint;;
Hasim Bham-Head of services
Complaint committee
BMWS-16 osbaldeston Road London N16 7DP
hasimbham@yahoo.co.uk
If you are not satisfied with the subsequent reply from Bmws’s Head of services, complaint committee then you have the option of writing to the Chair of the Board of trustees, Executive Committee (Trustees), BMES, 16 osbaldeston Road London N16 7dp, stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from BMWS’s Head of Services, complaint committee.
The Chair of the Central Executive Committee (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Send your complaint;;
Hasim Bham-Head of services
Complaint committee
BMWS-16 osbaldeston Road London N16 7DP
hasimbham@yahoo.co.uk
Note. If your original complaint was against the Chair of the Central Executive Committee, then the final stage will be handled by the charity commission,visit our website for information of charity commission
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