At PCST, we are committed to maintaining the highest standards of conduct and ensuring a safe and respectful environment for all members and participants in PCST activities. However, we recognise that there may be occasions when individuals feel dissatisfied. This complaints procedure outlines how you can raise your concerns and the process we will follow to address your complaint.
Scope
This procedure applies to anyone who wishes to make a complaint about any aspect of PCST’s operations.
How to make a complaint
Informal resolution
We encourage individuals to resolve concerns informally whenever possible. If you have a concern, please speak directly to a member of the Scientific Committee. Many issues can be resolved quickly and efficiently in this manner.
Formal complaint
If your concern cannot be resolved informally, you can submit a formal complaint. Formal complaints should be made in writing, via email, and include:
- Your name and contact details.
- A clear description of your complaint.
- Any relevant supporting documents or evidence.
- What action you would like us to take in order to resolve your complaint.
You can submit your formal complaint via email to complaints@pcst.network in the first instance or to president@pcst.network
Acknowledgement of complaint
Upon receiving your formal complaint, we will acknowledge receipt within five working days. This acknowledgement will include the following information:
- The name and contact details of the person handling your complaint.
- An outline of the complaint process.
- An estimated timeframe for the resolution of your complaint.
Investigation
The investigation of your complaint will be conducted by a member of the Scientific Committee who was not involved in the issue. The investigation will be thorough, impartial, and confidential.
Steps of investigation
- Review of complaint: We will review the details of your complaint and any supporting evidence provided.
- Gathering information: We may need to gather additional information or speak to relevant parties to understand the context and specifics of the complaint.
- Analysis: We will analyse the information collected to determine whether the complaint is substantiated and identify any necessary corrective actions.
Response
We aim to provide a full response to how your complaint will be handled within 30 working days of receipt. If the investigation requires more time, we will keep you informed of the progress and provide a new estimated resolution date.
Outcome
The response will include:
- A summary of the complaint.
- The steps taken during the investigation.
- The findings and conclusions.
- Any actions we will take to address the issue.
- An apology, if appropriate.
Note any written response will be anonymised with regards to the complainant and complaninee.
Appeals
If you are not satisfied with the outcome of your complaint, you can appeal the decision. Appeals should be made in writing within 15 working days of receiving the outcome. The appeal should clearly state the reasons for your dissatisfaction and any new evidence or information you believe should be considered.
Appeals should be sent to complaints@pcst.network
Final resolution
Should you make an appeal, it will be reviewed by a member of the Scientific Committee not previously involved in the complaint. We aim to provide a final resolution within 30 working days of receiving the appeal. The decision of this review will be final.
Confidentiality
All complaints will be handled with the utmost confidentiality. Information will only be shared with individuals directly involved in the investigation and resolution of the complaint.
Continuous improvement
We are committed to learning from complaints and improving our network. All complaints and their outcomes are recorded and reviewed regularly to identify trends and areas for improvement.
Contact information
For any questions or further information regarding our complaints procedure, please contact us at complaints@pcst.network