The Family Support Centre values feedback as it helps us review and improve our services.
If a client is unhappy with the service and raises a complaint, then the following steps should be taken:
- Aim to resolve the issue at the point of being raised in a swift and efficient manner.
- If this is not possible or the client remains dissatisfied, then they must offer to put the client in touch with one of the Team Leaders.
- If the issue remains unresolved or the client wishes to make a formal complaint then they must do so in writing and must be provided with the address (either physical or email) of the centre in order to do so.
- The written complaint must include the complainant’s contact details; dates, times and names of people involved, where known, and can be done using a complaint form if so wished.
- Encourage the complainant to provide enough information to fully understand the complaint and clarify the problem and hoped for outcome.
- Advise the client that lodging the complaint should be done ASAP so that events remain fresh for both parties.
- If a complaint is being made on the behalf of a client then the complainant must have written permission from the client.
- The written complaint must be given to the team leader/s for further action.
The formal complaint will be dealt with in the following way:
- Acknowledgement of the complaint must be made within 3 days of receipt.
- Enquiries and investigations will be made speedily and reported to the Trustees within 2 weeks, who may offer further advice.
- A full written response will be given to the client as soon as possible and no later than 4 weeks from receipt of the formal complaint.
- The written response must include an apology where appropriate, any reasonable actions taken as a result of the complaint and identification of any improvements/changes in practice that can be made.
- A meeting with the client, a team leader and a trustee may be offered if felt necessary.
- The complaint and outcomes must be reviewed by the Trustees at the following trustees meeting.
- All stages of the procedure must be logged, and copies of the complaint and associated correspondence must be kept in a secure, dedicated folder, preferably electronic. This will allow us to pick up on any trends.
- If the client is unhappy with how we have dealt with the complaint, then they can visit www.gov.uk and obtain information about taking it further with the relevant regulator.
Complaints made via social media/other sources:
- These are often anonymous.
- If such complaints are noted, a Team Leader must be notified and a response made in a non-confrontational way, as soon as possible, with an offer for the person to contact the centre to discuss the matter further.
All volunteers must be trained in the Complaints Procedure and be able to give information about the procedure if asked.
A copy of the procedure will be displayed in the centre and on the website.
This procedure will be reviewed every 3 years, the next being December 2027