Stoke-on-Trent & District Gingerbread Centre Ltd
Complaints Policy
Aim
The Management Committee of the Gingerbread Centre is committed to providing a quality service to the service users we support or anyone who may come in to contact with us. We recognise we may not always get it right therefore we encourage concerns and/or complaints to be raised so that we can improve the service offered. We will take all worries, concerns and/or complaints seriously and investigate carefully. If the complaint is upheld we will make sure that we do our best to fix the problem and stop it from happening again.
We recognise that raising a concern/complaint may be difficult and we will ensure that if any one raises a concern/complaint he/she will not be treated differently as a result. If the person raising a concern or complaint is staying in our supported accommodation or has support in the community it will not result in him/her losing the service.
All complaints will be investigated fairly and the complainant will be offered support if needed. It may be helpful in some cases for example if the complainant has an advocate.
What is a concern, or a complaint?
For the purpose of this policy it is defined as anyone who has ‘expressed dissatisfaction’ about the service provided by Gingerbread.
Who can complain?
The service users who are having support from us or any one who is dissatisfied with the service can use the complaints procedure. A representative can act on the behalf of the service user but consent must be gained and a form signed by the person who is dissatisfied with the service.
How to let us know if you have a worry, concern or complaint
There are a number of ways you can let us know if you have a worry, concern or complaint;
Telling a member of staff face to face.
By telephone.
By letter.
On a complaints form/leaflet.
By email.
What will happen once a complaint has been made?
There are four stages to our complaints procedure.
Informal Complaints
Stage 1
Often concerns or complaints can be resolved quickly and easily if they are raised with us early enough. The staff members on duty may be able to resolve the matter. The staff member will record the complaint with the resolution.
If the staff member is unable to deal with the complaint or the person making the complaint is not happy with the resolution they will be encouraged to put it in writing if they have not already done so and it will move to stage 2.
Formal Complaints.
Stage 2
If the staff member on duty is unable to deal with the concern/complaint or the complainant is not happy with the resolution/result from stage 1 it will be passed to the team manager. If the team manager is expected to be absent for more than three days the senior project worker will deal with the complaint.
When the complaint is received it will be recorded. A letter will then be sent to the complainant within 5 working days with a copy of the complaints process and explain:
a) Who will be investigating the complaint.
b) If there is expected to be a delay i.e. if the complaint is about the conduct of a member of staff the organisations disciplinary procedure may have to be activated.
c) What progress if any has been made so far with the investigation.
Once the complaint has been investigated the complainant will be sent a letter within 10 working days of receipt of the complaint with a resolution and an explanation as to how it has been reached.
The Chief Executive Officer (CEO) will be provided with a report.
Stage 3
If the team manager is unable to deal with the complaint or if the complainant is dissatisfied with the resolution which has been given in Stage 2 the CEO will deal with the complaint.
The CEO will either
Uphold the resolution or
Propose a different resolution.
The CEO will write to the complainant with 10 working days with a decision and an explanation to how it was reached.
If there is a delay the CEO will keep the complainant informed.
If the complaint is about the conduct of a senior member of staff the CEO will deal with the complaint from the beginning and will notify the complainant and keep them informed.
Stage 4
If a resolution is not reached at Stage 3 and the complainant remains dissatisfied she/he can request the Management Committee to review it.
Within 5 working days of receipt of the complaint the CEO will forward the complaint to the Chair of the Management Committee. The CEO will notify the complainant in writing confirming this and the date of the next committee meeting.
The Management Committee can
Uphold the resolution or
Propose a final resolution.
The complainant will be notified within 10 working days about the decision.
If there is a delay the Chair of the Management Committee will notify the complainant in writing.
A written report of the findings of the full Management Committee will be attached to the Record of Complaint form.
If the complaint is about the Chief Executive Officer the Management Committee will deal with the complaint from the beginning.
Reparation or making amends – this can take the form of:
• An apology, in writing or in person, from the Centre's representative
• Steps to improve the service or the way we deliver the service that you complained
about.
• If a member of staff or volunteer is found to have behaved in a way that breaks the Code of Conduct, the Management Committee reserves the right to invoke the Disciplinary Procedure. This will be treated as a separate matter to your complaint.
IMPORTANT
If the complainant feels they have been subject to racial discrimination or racist comments they are entitled to seek specialist advice before going any further with the complaint. They can contact:
§ A citizens advice bureau or another local advice service, a complainant aid body or a law centre (look up your local phone book for addresses and phone numbers)
§ The nearest ‘Commission for Racial Equality’ office
Other options for making a complaint
If the complainant has used all the procedures above and is still unhappy he/she may complain to Stoke on Trent Support People Team.
The ‘Supporting People’ team can be contacted at:
Stoke on Trent City Council
Urban Renewal Services
PO BOX 634, Civic Centre
Glebe Street
Stoke on Trent
ST4 1RJ
Telephone: 01782 232123
Email: supporting.people@stoke.gov.uk
Complaints Procedure Flow Chart
The Complaint is received
The complaint is investigated at
stage 1
The complaint is resolved by the member of staff on duty or complainant is withdrawn
Stage 2
The complaint is received by the manager and the complainant is advised of the process
The complaint is resolved or the complainant has withdrawn the complaint
Stage 3
The complainant remains unhappy and the complaint goes to the CEO. The CEO informs the complainant of the process.
The resolution from stage 2 is upheld or another resolution is offered and resolved.
Stage 4
The complainant remains unhappy. The CEO sends the complaint to the Management Committee and advises the complainant of the process
The resolution from Stage 3 is upheld or a final resolution is given and resolved
The complainant remains unhappy and has exhausted the organisations process.
The complainant reports the complaint to Supporting People tel: 01782 232123 or the local CAB or local Commission for Racial Equality office