Definition
of a Complaint
A
complaint is an expression of dissatisfaction,
however made, about the standard of
service, actions or lack of actions
by the organisation or its staff or
volunteers affecting an individual
service user or group of service users.
A
complaint does not include:
•
Requests for its service
• Requests for information or
explanation of the organisation’s
policies and practice
• Matters for which there is
a right of appeal (within the organisation
or to an independent tribunal) or
legal remedy
• Complaints about “third
parties”
• Employment issues which should
be dealt with using the available
consultative, grievance and disciplinary
procedures
Matters
raised anonymously will be considered
and appropriate action taken, although
these complaints are more difficult
to deal with fairly. Any action taken
will be outside of this procedure.
Access
to the Procedure
The
organisation’s complaints procedure
is available to anyone seeking, receiving
or affected by the service for which
the organisation is responsible or
to anyone acting on their behalf.
The
organisation’s complaints procedure
is available at every Project base.
The
organisation promotes access to the
procedure. Interpreting services will
be provided where possible for service
users with special needs, such as
those with disabilities or whose first
language is not English.
The
Procedure
RCRP’s
Complaints Procedure has three stages:
Stage
1: The Project based within the area
of complaint will deal with the initial
approach from the service user and
attempt to resolve their concerns.
Stage
2: If service user is still dissatisfied,
the complaint is investigated by the
Project Manager and the outcome reported
to the service user concerned, within
five working days.
Stage
3: If the service user remains dissatisfied,
the complaint will then be referred
to the Programme Manager and the outcome
reported to the service user, in writing,
within 10 working days.
Any
dissatisfaction at this stage should
be raised with the Board of Trustees
in writing to the Chairman.
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