Representation and Complaints Procedure

Introduction

Our representation and complaints procedure is integral to the work of organisation, and we encourage our staff and partners as well as partner organisations to be receptive and sensitive to feedback we receive about our services.

No individual or organisation is perfect; and we want to learn from what people have to say about us. 

We see this procedure as an important positive mechanism to help monitor and evaluate the standard of services we offer.

Terminology: the following terms are used throughout:

Representations are defined as enquiries and statements about such matters as the availability, delivery and nature of services and will not necessarily be critical. Indeed, some representations may be complimentary and are recorded on the Host Support database. With consent in line with Data Protection principles, compliments may also be used for marketing purposes.

A complaint is a written or oral expression of dissatisfaction or disquiet about an act, omission or decision which requires a response.

Partner/Partner organisations – independent or third-party organisations and individuals that the organisation often works with to support delivery of our services.

The organisation

Is committed to providing an excellent standard of services to you, other agencies, and organisations.

·         recognises that you, agencies, and organisations have the right to raise concerns or complaints about our services and know how to voice their feedback through this procedure.

·         will take seriously any concern or complaint and will investigate it promptly, in an unbiased, non-judgemental, transparent, timely and appropriate manner, notifying you of the outcome of the investigation and any action that will be implemented.

·         will ensure all representations and complaints are recorded in writing, stored and managed in line with Data Protection legislation and a register kept of all complaints, which will be reviewed by the relevant management team.

·         will ensure this procedure will be part of the process of monitoring the quality and effectiveness of its services.

·         will ensure all staff, are required to read, understand, and comply with this policy and its procedures.

It should also be noted that this procedure does not replace our safeguarding, grievance, or disciplinary procedures, which can run concurrently with any action taken under the representations and complaints procedure.

Timescales for making a complaint

Complaints must be made no later than:

·         Three months after the date on which the matter which is the subject of the complaint occurred: or

·         Three months after the date on which the matter which is the subject of the complaint came to your notice.

If, in the organisations view there are good reasons for not having made the complaint with the above timescales and if it is still possible to investigate the complaint effectively and fairly the organisation may still decide to consider investigating the complaint.

Resolving Complaints

Our commitment to you is to address each complaint in a sensitive, fair, transparent, equitable, professional, and unbiased manner through the complaints handling procedure.

We will always operate from the premise that any person is entitled to express their views on our services. We will not, however, tolerate any abusive or discriminatory language or behaviour towards any of our staff, and we reserve the right to decline to investigate a complaint further in such circumstances.

The Complaints Procedure - an overview

The organisation has a three-stage procedure for dealing with complaints:

·         Stage One Informal Problem Solving

·         Stage Two Investigation

·         Stage Three Review by the Managing Director (MD)

The Complaints Procedure - how to make contact

We want to make it easy for you to contact us and to provide feedback or make a complaint.

Stage One - Informal Problem Solving

If you are dealing with a member of staff or a partner/self-employed person and you wish to complain, then please speak to them directly and let them know what you are unhappy about. The complaint may be resolved quickly by way of an apology or by an acceptable explanation.

If you were unable to resolve your complaint informally at Stage 1 – you may wish to place your complaint in writing under Stage 2 of our process:

Stage Two - Investigation

1. You can email details of your complaint to our HR Manager

2. You can write to us at our head office Craftsman House, De Salis Drive, Hampton Lovett, Droitwich, Worcestershire, WR9 0QE addressing your complaint to Claire Banner HR Manager.

*If the complaint relates to the HR Manager;  the complaint needs to be sent to Luke Chapman

Once the complaint is received it will be acknowledged no later than 14 working days after the day the complaint is received. The acknowledgement will usually be in writing but can be verbally in some circumstances.

A suitable, experienced Manager may be appointed to handle all complaints under stage 2 investigation.

The relevant appointed manager will discuss with you:

·         How your complaint will be managed

·         The timescales for responding

·         Your expectations and desired outcome if it is not clear from your written complaint.

The appointed manager will then:

·         Contact you again within 28 working days from having acknowledged receipt of your complaint to advise you of their findings or to give you an update on progress and the likely timescale for completion. If the issues are complex or require more time, you will be informed of any revised timescales for the completion of the investigation.

·         Continue to keep you informed until the matter is resolved or until all appropriate steps (in the organisations reasonable opinion) have been taken to resolve the matter.

·         As soon as reasonably possible after completing the investigation and within the 28-day timeframe a written response will be sent to you.

Stage Three - Review of complaint Managing Director

After receiving the written outcome from stage 2 investigation, if you feel that your concerns have not been satisfactorily resolved, then you can request the complaint is reviewed by the MD within 20 working days of you having received the outcome.

Your request will be acknowledged within five working days of receiving notification. The acknowledgement will say who will deal with the case.

The MD will investigate the facts of the case themselves or delegate a suitably qualified and experienced senior Manager to do so, or if required, might commission an external consultant outside of the organisation.

This will involve reviewing the paperwork of the case and speaking with the person who dealt with the complaint at Stage 2 and yourself. The person who dealt with the original complaint at Stage 2 should be kept informed of what is happening.

A response can be expected from the MD within 20 working days of receipt of your letter requesting the procedure to move to stage 3.

The decision taken at Stage 3 is final, unless the MD decides it is appropriate to seek external assistance with resolution.

At all stages the complaints register will be updated.

Anonymous Complaints

Complaints received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation.

Safeguarding

Safeguarding is a key element of complaints management and review. It may be necessary to identify if any of the following elements are evident in the information/complaint:

·         Safeguarding concerns to the person, to include their ability to manage with daily living.

·         Safeguarding concerns regarding the adequacy of care/support being provided to the person.

·         Safeguarding concerns regarding the behaviour of a professional to a host family.

·         Safeguarding concern regarding the behaviour of the person/complainant to professional staff.

 All staff will have received adequate safeguarding training to enable them to identify safeguarding concerns.

Variation of the complaint’s procedure

The organisation may vary or update the procedure as part of its annual review of policies.

Please feel free to contact us

Contact us using this form, direct to HR