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TAVIP Complaints Policy

TAVIP (Technology Association of Visually Impaired People) is a community of blind and partially sighted people who are committed to helping people use technology in their everyday lives.

TAVIP aims to always provide a high-quality service. Whether you think we’re doing well, or feel we need to do better, we value your opinion and want to hear from you.

If you are not happy with TAVIP in any way, please let us know. We welcome the opportunity to put matters right for you, and for others who might use our services in the future.

What to do

First, speak to the volunteer or trustee involved in providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly.

If you are unhappy with the response or feel unable to approach them directly then please contact or call our Telephone Helpline on 02036 376070 and leave a message asking to speak to our Chair or Vice-Chair. They will make contact with you, take the details of your complaint and look into it further.

Whatever method you choose, we will deal with the matter in the same way.

What happens next

We will respond to you within 5 working days. We will tell you who is dealing with it and how long the investigation will take.

We aim to resolve complaints within 10 working days. Some complaints take longer to investigate. When they do, we will contact you to tell you when you can expect a response from us.

We will handle all comments and complaints sensitively. TAVIP will record your complaint and follow relevant data protection requirements.

What if I’m not satisfied with the response

If you are still unhappy with the response you receive or with the way your complaint has been handled by TAVIP, we will provide details of the independent mediation service recommended by the SCVO (Scottish Council for Voluntary Organisations). The mediation service will help us to work through the issues or concerns with you, with the aim of reaching a satisfactory outcome.