COMPLAINTS POLICY AND PROCEDURE
1. STATEMENT
We aim to provide service of a standard acceptable to all our users.
If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also avoid it happening again.
Our complaints procedure enables us to address matters you think are unsatisfactory about the service you have received from us.
2. INTRODUCTION
This policy sets out the procedures we will follow when we receive a complaint from users of the service, an organisation or member of the public.
It does not address complaints made by staff or volunteers (dealt with through grievance and disciplinary procedures) nor job applicants (recruitment procedure).
This procedure is meant to provide a means to resolve a dispute between the Organisation and any complainant. It requires staff and the Management Committee members at every stage to resolve the complaint. Complaints are likely to be in one or more of the following areas:
* dissatisfaction with our service, such as inadequate work, problems
with casework, unacceptable delay or failure to deliver a service etc.
* disputes between user and the organisation regarding policy, procedures or
activities.
* discourtesy or unhelpfulness on the part of staff.
Where the complaint concerns a member of staff who is working at Bell Farm Christian Centre but is employed by another organisation then a representative of that organisation will be invited to participate in the procedure at stages
3. THE PROCEDURE
Preliminary stage
The complaint should be received either via completion of a complaints form or by a request to make a verbal complaint.
Stage 1
The complainant should be invited to speak to a manager to discuss the complaint with them. This can be done in person or by phone, whichever is appropriate. The manager should keep a record of the conversation on the complaints monitoring sheet. The manager will endeavour to resolve the matter. See appendix
If the complaint is against the manager then the Centre Director of Bell Farm Christian Centre will be asked to take the place of the manager at all stages. Where the complaint is against the Centre Director then a member of the Management Committee will be asked to take the place of the Centre Director at all stages.
If the complainant remains dissatisfied, or where it is not possible to use Stage 1 (for example if it is not convenient for them to phone or visit the office) then refer to Stage 2. Stage 1 should be completed within 7 working days of receiving the complaint.
Stage 2
The complainant should be asked to put their complaint in writing to the manager, marked Private and Confidential, providing as much detail of the complaint as possible.
If the complainant is not able to put their complaint in writing the complainant will be offered an interview with the manager or her/his nominee. The role of the manager or nominee at this meeting will be confined to putting the complaints in writing, obtain the complainant’s approval for the contents of this, and ask the complainant to sign to indicate they agree with the contents.
The complainant may choose to work with a third party at this stage and throughout the process - the Oragnisation should provide a list of potential advocates if the complainant does not have a resource to which they can turn.
The manager will then investigate the complaint and attempt to resolve it.
The manager may delegate any aspect of the investigation to a nominee.
If the complaint involves a member(s) of staff the manager should offer the opportunity for the member of staff to put forward their account, either by written statement or by presentation to the Complaints Panel.
The Manager will ensure that all complaints receive a response in writing within 10 working days of the letter/complaint notes being received. This letter will summarise what investigations have been carried out and what action, if any, is proposed to resolve the matter. A copy of this letter should be attached to the complaints form.
If a response by letter is unsuitable, the complainant will be offered an interview with the manager to provide the response verbally. This meeting should be held within 10 working days as before. A written record of this interview will be kept and signed by the complainant.
If the complainant is not satisfied at this stage they should ask for the matter to be dealt with under Stage 3 of the complaints procedure.
Stage 3.
Where the matter is not resolved by stage 2, the manager should immediately refer the complaint to the Complaints Panel (formed from the Management Committee), sending copies of all written correspondence to Panel members.
The Complaints Panel will comprise of the Chair of the Management Committee and two other members of the Management Committee. The Chair will be responsible for convening the Panel.
The complainant will be informed immediately by the Chair that this is being done and that the Panel will also be contacting the staff member(s) against whom the complaint is made.
The panel will review the decision made at Stage 2 and may seek further clarification from any of the parties involved.
The Complaints Panel will notify the complainant of its decision and reasons within 15 working days of having received notice of the complaint. The Panel’s decision will be final. The Chair will be responsible for ensuring records of the meeting are kept and the Complaints monitoring form is completed.
The Chair will be responsible for reporting the Panel's findings to the next meeting of the Management Committee.
4. RECORDING AND MONITORING COMPLAINTS
All complaints will be recorded and kept on file, including those, which were resolved without being put in writing. All complaints shall be treated with regard to the contents of the Confidentiality Policy.
The managers will make a report once a year to the Management Committee summarising the nature of complaints received and how they were resolved.
5. PUBLICISING THE PROCEDURE
The Centre Director is responsible for ensuring that posters are displayed in the waiting area rooms welcoming complaints from users.
6. ENSURING THE EFFECTIVENESS OF THE PROCEDURE
All members of the Management Committee will receive a copy of the complaints procedure.
Existing and new workers will be introduced to the complaints procedure via induction and training. The procedure will be reviewed annually and amendments should be proposed and agreed by the Management Committee.
