Borders family History Society aims to always provide 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 Borders Family History Society 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 Society volunteer providing the service you wish to comment on. The people closest to the situation can deal with most problems quickly. You may also use the option on the Contact page on our website.
If you are unhappy with the response or feel unable to approach our volunteers directly then please email chairman@bordersfhs.org.uk or write to:
Chairman, Borders Family History Society, 52 Overhaugh Street, Galashiels, TD1 1DP
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.
Our team of volunteers will 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. Borders Family History Society will record your complaint and follow relevant data protection requirements. We will use the information to help us improve our services.
What if I’m not satisfied with the response?
If you have made a complaint and are unhappy with the response you receive or with the way your complaint has been handled, you can appeal by writing to Borders Family History Society using the above contact methods. This may be escalated to the Trustees who will look at the situation and decide if further action is needed.
Overall responsibility for this policy and its implementation lies with the board of trustees of Borders Family History Society
