Regarding an exchange
If a Timebank member has a complaint or dispute regarding a task that has occurred within the timebank or with the other individual involved in the task, Time4Leicestershire will do its best to facilitate a meaningful dialogue, which leads to a satisfactory outcome between both individuals where it can.
- A member should initially contact the Timebank Co-ordinator to bring the issue to their attention.
- It may be suggested that the individual who has a dispute, approaches the other individual (whilst keeping Time4Leicestershire informed) to initiate and resolve the issue directly. This contact should be made by email through the Timebank website.
- If the member feels they are unable to approach the individual for whatever reason, the Timebank Co-ordinator will make contact on their behalf.
- The other party should be given 10 working days to respond to the email.
- If the other party has not responded in 10 days or the response is not satisfactory to the individual, the Co-ordinator will continue to attempt to reach a satisfactory outcome.
Complaints about the Time4Leicestershire scheme
Time4Leicestershire will endeavour to overcome any complaint made about the service and to learn lessons from any feedback. To this end if any member is unhappy about any aspect of Time4Leicestershire they should contact: 0116 305 0705 or via email at time4leicestershire@leics.gov.uk
If a member has a complaint about the administration of Time4Leicestershire, Leicestershire County Council have their own corporate complaints procedure.
Corporate Complaints Manager
Corporate Resources Department
County Hall
Glenfield
Leicester
LE3 8RL
Tel: 0116 305 5875
www.leicestershire.gov.uk/about-the-council/contact-us/complaints-and-comments
Last updated: October 2022
Next review date: October 2023