We are always keen to hear what people think about our services.

  • Call us on 01865 251946
  • Email us and we will get back to you

Complaints procedure

If you’re not happy with our service, please tell us within six months. We want to make it right and improve our services in future.

To make a complaint

Please speak to the member of staff you have been working with first.  We will listen to you, and try to sort out any problems straight away. This will be confidential. You always have the right to make the complaint formal if you wish (see below). If your complaint is about the staff member you have been dealing with, it is that staff’s manager who will handle your issue. If we can’t resolve matters immediately we will respond in writing within 7 days stating an expected resolution date. We will then aim to resolve matters within 14 working days. Please note all OCVA staff are part-time.

If you are still not satisfied

If you’re not happy after speaking to us informally, or if you wish to make a formal complaint from the outset, you can do so in writing to OCVA within 12 months of the matter coming to light.

Key points from our Complaints Guidelines (PDF) are:

  • All formal complaints should be sent to the Chief Executive in writing at: OCVA, The Old Court House, Floyds Row, St Aldates, Oxford OX1 1SS
  • If you need independent help writing, this can be arranged
  • Our response should be in plain English, balanced and fair


Web page last updated: 7 April 2016
Complaints Guidelines last updated: 12 August 2015, pending Board of Trustee ratification
Our guidelines are based on an earlier version from September 2012 which is the current standing version