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These cookies are required for basic functionalities such as accessing secure areas of the website, remembering previous actions and facilitating the proper display of the website. Necessary cookies are often exempt from requiring user consent as they do not collect personal data and are crucial for the website to perform its core functions.
A “preferences” cookie is used to remember user preferences and settings on a website. These cookies enhance the user experience by allowing the website to remember choices such as language preferences, font size, layout customization, and other similar settings. Preference cookies are not strictly necessary for the basic functioning of the website but contribute to a more personalised and convenient browsing experience for users.
A “statistics” cookie typically refers to cookies that are used to collect anonymous data about how visitors interact with a website. These cookies help website owners understand how users navigate their site, which pages are most frequently visited, how long users spend on each page, and similar metrics. The data collected by statistics cookies is aggregated and anonymized, meaning it does not contain personally identifiable information (PII).
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Complaints Policy

We very much hope that you do not feel the need to complain about the Borders Carers Centre.

However, if you do need to make a complaint, please contact the Centre Manager by telephoning on 01896 752431 or by email.

What is a complaint?

A complaint arises if you are not satisfied with:
· something we have done for you
· something we have not done for you
· the attitude of a member of staff, volunteer or board member

Our aims

We aim to investigate your complaint thoroughly, and deal with it positively and constructively. We will respect your confidentiality at all times. You will receive an acknowledgement of your complaint within two working days and we aim to give you a full response within ten working days. If we need more time to look into your complaint, we will let you know how long it will be before we can respond to you.

How to complain

Step 1
Write to Borders Carers Centre’s manager with your complaint. We aim to deal with as many complaints as possible at this stage of the complaints process. If your complaint is about the centre’s manager, please start with step 2.
 
Step 2
If you are still not satisfied with the outcome of your complaint, or your complaint is about the manager, please write to the chair of the centre’s board of trustees.
 
Step 3
You have the right to appeal to the Appeals Sub-committee. The committee is made up of three members of the centre’s board of trustees. Write to the chair with your appeal. We will acknowledge your appeal within ten working days. You will be invited to attend the meeting of the sub-committee and you may bring someone with you.
 
Step 4
If you are still not satisfied with the outcome of your appeal, you can contact: Scottish Borders Council’s Complaints Officer by phoning 0300 100 1800. If your complaint is about the data we hold about you, please contact the Information Commissioner’s Office helpline on 0303 123 1113

Get in Touch

Contact us today to discover the support and resources available at the Borders Carers Centre.

This website uses cookies
This site uses cookies to enhance your browsing experience. We use necessary cookies to make sure that our website works. We’d also like to set analytics cookies that help us make improvements by measuring how you use the site. By clicking “Allow All”, you agree to the storing of cookies on your device to enhance site navigation, analyse site usage, and assist in our marketing efforts.
These cookies are required for basic functionalities such as accessing secure areas of the website, remembering previous actions and facilitating the proper display of the website. Necessary cookies are often exempt from requiring user consent as they do not collect personal data and are crucial for the website to perform its core functions.
A “preferences” cookie is used to remember user preferences and settings on a website. These cookies enhance the user experience by allowing the website to remember choices such as language preferences, font size, layout customization, and other similar settings. Preference cookies are not strictly necessary for the basic functioning of the website but contribute to a more personalised and convenient browsing experience for users.
A “statistics” cookie typically refers to cookies that are used to collect anonymous data about how visitors interact with a website. These cookies help website owners understand how users navigate their site, which pages are most frequently visited, how long users spend on each page, and similar metrics. The data collected by statistics cookies is aggregated and anonymized, meaning it does not contain personally identifiable information (PII).
Marketing cookies are used to track user behaviour across websites, allowing advertisers to deliver targeted advertisements based on the user’s interests and preferences. These cookies collect data such as browsing history and interactions with ads to create user profiles. While essential for effective online advertising, obtaining user consent is crucial to comply with privacy regulations.