CARBON CO-OP – COMPLAINTS PROCEDURE
Carbon Co-op operates to provide benefits to its members and the wider community. We aim to provide the best possible products, services and advice to our members, beneficiaries, stakeholders and customers.
From time to time an individual or organisation may feel they have not had the best possible service from Carbon Co-op. In such instances it is important that we are contacted informally in order to, where possible, resolve the problem. If the issue cannot be resolved it may be necessary to make a formal complaint in which case the circumstances will be investigated and where necessary corrective action undertaken within reasonable time limits.
1. First Stage
Contact Carbon Co-op outlining your issue:
Phone: 0161 820 1273
Email: info@carbon.coop
2. Second Stage
If the issue cannot be dealt with informally, you can make a formal complaint to the Carbon Co-op board who will nominate a board member to investigate it. Outline your complaint in full, in writing, the complaint will be addressed at the subsequent board meeting (board meetings take place once a month). If requested, your complaint will be dealt with confidentially.
3. Third Stage
If you are not satisfied with how your complaint has been addressed you may appeal to the full Carbon Co-op board who may take whatever action is deemed reasonable to investigate (for example, creation of a complaints sub-committee) and make a judgement on your complaint.
Reporting
An annual report will be complied on the number of complaints made and the number of complaints resolved in that year.