North Herts CVS (NHCVS) aims to provide its members, organisations and individuals with the best possible service. However, we recognise that from time to time there may be occasions when users of our services feel that the quality or level of service provided falls short of what they could reasonably expect.
Similarly, we are always grateful to receive compliments and constructive feedback, so that we can continue to improve our service, your feedback is extremely valuable to us as it helps us identify and address problems and to develop good practice.
- The complaint should be made in writing to the Executive Director, who will acknowledge in writing within 7 days the receipt of any complaint. If your complaint concerns the behaviour of a specific member of staff please post your complaint to the Executive Director at NHCVS marking the envelope ‘Private and Confidential'.
- The Executive Director shall (in consultation with the Chair of the Board of Trustees) undertake to investigate the circumstances leading to the complaint.
- The Executive Director shall communicate the results of the investigation to the complainant within a reasonable time, normally 21 days.
- The complainant shall have the right, if dissatisfied with the results of the inquiry, to put his/her case in writing directly to the Board of Trustees.
- The Board of Trustees shall be regularly informed by the Executive Director of the number and nature of any complaints and the outcome.
- The decision of the Board of Trustees will be final.
Freedom of Information Requests
We want to help you to find the information you are interested in, before you make a Freedom of Information Act request please check that the information you would like is not already available.
Request for information under the Freedom of Information Act 2000
How it works:
Requests must be in writing and must include your name and an address (either postal or email). Please try to be as specific as possible about the information that you would like, as this will help us to respond accurately and promptly. Where possible, please include a contact telephone number so that we can contact you to discuss your request if necessary. Please note that we cannot accept requests via SMS (text messages).
We will respond to your request promptly and within 20 working days. The Act allows us to extend this deadline if we need to clarify your request with you, if we are charging you a fee, or if we are considering the public interest test. We will always acknowledge receipt of FOI requests made to the address below, and we will let you know if we need to extend the deadline.
Subject Access Requests
You are currently entitled to receive this information under the Data Protection Act 1998 (DPA) and will continue to be under the EU General Data Protection Regulation (GDPR), which comes into effect on 25 May 2018. We will also provide you with information about any processing of your personal data that is being carried out, the retention periods which apply to your personal data, and any rights to rectification, erasure, or restriction of processing that may exist.
To ensure we are releasing data to the right person we require you to provide us with proof of your identity and of your address. Please supply us with a photocopy or scanned image (do not send the originals) of one of each of the following:
- Proof of Identity
Passport, photo driving licence, national identity card, birth certificate.
- Proof of Address
Utility bill, bank statement, credit card statement (no more than 3 months old); current driving licence.
If we are not satisfied you are who you claim to be, we reserve the right to refuse to grant your request.
Please note that if the information you request reveals details directly or indirectly about another person we will have to seek the consent of that person before we can let you see that information. In certain circumstances, where disclosure would adversely affect the rights and freedoms of others, we may not be able to disclose the information to you, in which case you will be informed promptly and given full reasons for that decision.
While in most cases we will be happy to provide you with copies of the information you request, we nevertheless reserve the right, in accordance with section 8(2) of the DPA, not to provide you with copies of information requested if to do so would take “disproportionate effort”, or in accordance with Article 12 of the GDPR to charge a fee or refuse the request if it is “manifestly unfounded or excessive”. However we will make every effort to provide you with a satisfactory form of access or summary of information if suitable.
If after you have received the information you have requested you believe that:
- the information is inaccurate or out of date; or
- we should no longer be holding that information; or
- we are using your information for a purpose of which you were unaware;
- we may have passed inaccurate information about you to someone else;
then you should notify our Data Protection Officer at once
To submit a request for information, please fill out the above form and send to:
Or by Post:
Unit 30, Campus Five
Letchworth Garden City,