Complaints Policy
Policy Statement
H.O.P.E. is committed to taking seriously any complaint that concerned individuals have about the service, and addressing it.
Purpose and Scope
This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments are taken seriously and addressed in a professional manner. This policy covers all actions to be taken in respect to a complaint by a concerned individual. A complaint by a member of staff is addressed through the grievance process (see Grievance Policy). Complaints can be made against any aspect of H.O.P.E..
Principles
It is H.O.P.E. policy to see complaints as an opportunity to learn and improve. All service users will be informed of the complaints process during initial assessment and by way of a visible poster within the service. All complaints will be responded to and then resolved as promptly as possible.
This organisation supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and the organisation.
Complainants should be consulted about what they would like to happen about their complaint. All persons involved should be supported and given appropriate assistance throughout the process.
The complaints process should be well publicised. Service users should be made aware that there is an easy way to complain, and how to do it. All complaints must be properly recorded in a consistent manner. Our complaints policy is available on our website.
Roles and Responsibilities
Management is responsible for ensuring all staff are aware of the provisions of, and procedures included in this policy and are able to advise service users on same. Regularly monitoring the number, nature and outcome of complaints as part of the continuous quality improvement process.
Staff are responsible for ensuring that all service users are informed of the complaints policy.
Assisting service users to make a complaint as outlined in this policy when requested to do so. Following all other steps regarding complaints as outlined in this policy.
Who Can Complain
Concerned individuals can include service users, members of the local community and concerned stakeholders (funders, external agencies, etc.) and members of the public.
An advocate may also complain on the service user’s behalf provided they have the service user’s written consent. A parent / guardian may complain on behalf of a child.
What can they complain about? (This is not an exhaustive list)
Any part of the service that they have received; A decision made about them that affects them
Being denied a service; A change in service provision; A member of staff
All complainants will receive notification, in writing, that their complaint has been received within 5 working days. This notification must outline the steps to be taken in the investigation and the timeframe for completion of the investigation.
Complaints involving staff
If the complaint is about a member of staff, the complainant should immediately be referred to a Manager. The service user will be supported to write the complaint. The service user will be told that the staff member will be informed that a complaint has been lodged against them.
If the complaint is about a manager / director, the service user will be supported to write the complaint, which will be referred to a member of the management committee. The service user will be told that the manager / director will be informed that a complaint has been lodged against them.
Verbal complaints
All verbal complaints, no matter how seemingly unimportant, will be taken seriously. Staff will ensure to retain an open, non-defensive attitude. All contact with the complainant should be polite, courteous and empathetic. At all times staff should remain calm and respectful. A staff person who receives an oral complaint should seek to solve the problem immediately if possible. If staff cannot solve the problem immediately they should offer to get the manager to deal with the problem.
If the suggested plan of action is not acceptable to the complainant then the member of staff or manager should ask the complainant to complete a Complaints Record Form (Appendix I) and inform them fully about the complaints procedure. If a complaint is made regarding a staff person, the complaint will be dealt with as described in 5.3.
Written complaints
All complaints that need management to resolve them should be lodged in writing. A completed copy of the Complaints Record Form should be given to the project manager.
This should include information on the following:
The nature of the complaint.
Why the original response to the complaint was unsatisfactory, if there was one.
What the complainant’s desired outcome would be.
The manager will proceed to investigate the complaint. If necessary, further details may be requested from the complainant. If the complaint is not made by the service user but on the service user’s behalf, then the consent of the service user, preferably in writing, must be obtained from the complainant. Where a complaint involves two or more individuals, all parties will have the opportunity to give their side of events to the manager/senior officer (who will choose whether those involved should meet together or should be meet separately).
If the complaint involves a member of staff they will be requested to attend to discuss the issues. They will be given reasonable notification which enables them time to organise to bring a colleague or trade union representative with them if they wish to.
The manager will complete the investigation within ten days (unless otherwise agreed) and the complainant will be informed of any outcomes in writing and verbally.
If the complaint involves potentially serious matters, advice should be sought from a legal advisor. If legal action is taken at this stage, any investigation by the organisation under the complaints procedure should cease immediately.
Outcomes and Actions
Outcomes and actions initiated as a result of the complaint should be recorded on the Complaints Recording Form. If the complainant is found to be rightly aggrieved, an apology should be offered by the organisation in writing signed by the service manager. All steps should be taken to ensure that any problems arising from the original cause for complaint are addressed. If the service user is not satisfied with the outcome of the investigation, a meeting should be set up with the Manager and board of management representative within four weeks. The complainant will be entitled to bring a family member or an advocate. The outcome of this meeting will be communicated in writing within 3 working days.
Anonymous Complaints
Anonymous complaints or complaints made under false names raise both practical problems and issues concerning fairness. The reason for this is that an investigation can not be undertaken. Of particular importance is the fact that a staff member cannot properly respond to the issues raised. The manager will also not be in position to undertake any remedial actions where there is not a full agreement on the issue as described in the complaint.
In the event that an anonymous complaint is received H.O.P.E. will note the issues raised and, where necessary try and resolve them appropriately. An anonymous complaint may be referred for investigation:
If there was good reason why the complaint was being made on an anonymous basis, for example, if there was a concern by the complainant that if their identity was revealed it could lead to negative consequence on their health or well-being. This may depend on the seriousness of the allegation being made, and should be at the discretion of the manager. If the allegation involves the manager, it should be referred to the chair of the management committee.
If the allegation can be properly investigated either by talking to a third party witness, or with evidence provided with the complaint, and where there is no need for further contact with the anonymous complainant.
Any complaint involving a minor will be investigated and handled in a confidential manner according to the Child Protection Policy.
In the case that a complaint can not be fully investigated, the complaint will not be referred to in the staff file or will not in any other way impact upon working process or roles etc, except where this has been agreed by all involved including the person named in the complaint. If the complaint relates to the general service delivery this will be referred to the director / management committee and remedial action will be implemented if appropriate.
A record of all complaints will be kept in the complaints file.