1. Why Do We Need a Compliments & Complaints Procedure?
Help For Carers aims to provide a high quality, responsive, person centred service. In order to ensure we do so, we need to take account of the views and wishes of those we are here to support.
We welcome feedback to help us improve our service and having a “Complaints & Compliments” policy and clear procedure for resolving complaints is one way of doing this.
If you wish to comment about our service, whether positively or negatively, we will be pleased to hear from you.
Please don’t be worried that you may lose your service or that you will be thought of as a nuisance by complaining.
2. Compliment or Complaint?
This procedure is for anyone who comes into contact with staff, Trustees or volunteers from Help For Carers. By anyone we mean service users, their family or friends, other voluntary groups, statutory agencies or members of the public.
3. What Can You Do?
You can make a compliment or complaint in person, by telephone or in writing.
If you wish you may use the assistance of a friend or relative in doing this or you may prefer a member of staff to write it down for you in a way that is acceptable to you.
We hope that the majority of queries, concerns or complaints can be sorted out straight away with your Worker, who will listen carefully to what you have to say.
If your query is about another person connected to Help For Carers (eg. a Trustee) then our staff will advise you further to whom you can write.
If you do not feel that we have satisfactorily dealt with your query, concern or complaint, then you should contact the Manager.
Your query will normally be acknowledged within 2 working days and will then be responded to within 20 working days. All queries will be recorded sensitively so that Help For Carers can monitor the quality and effectiveness of its service and its response to any problems that might occur
4. What Happens Next?
If you feel the matter has not been satisfactorily resolved by the Manager or if your complaint involved him/her, you may write to the Chief Executive. The letter should be marked “Private & Confidential” and will be acknowledged within 2 working days and responded to within 20 working days.
In the event of the Chief Executive being absent, the correspondence will be forwarded to a nominated member of the Board of Trustees.
Your complaint will be dealt with in the strictest confidence. However, if your complaint concerns a member of staff, the person concerned will normally be informed unless you specifically request otherwise, although this may limit the extent of further investigation.
5. What If I Am Still Not Satisfied?
You can ask the Chair of the Board of Trustees for your complaint to be considered again by a small Review Panel, involving the Trustees. This panel will normally meet within 20 working days of your request.
You will be notified in writing about the time and place of the meeting beforehand so that you may attend, accompanied by a friend or relative if
you wish. Alternatively, you may wish your friend or relative to attend and speak for you if you feel unable to do so.
The Review Panel will inform you of its decision within 7 days and the reasons for it.
This is the final stage in the Compliments & Complaints procedure but does not affect your right to contact the local Ombudsman.