Complaints Policy
From time to time, the organisation may receive a complaint or comment regarding the inadequacy of some aspect of its service, or someone may feel aggrieved by the way they have been treated.
The Organisation’s- Langworthy Cornerstone Association (LCA ) ethos in dealing with complaints and negative comments is as follows:
· LCA welcomes and actively encourages comments about its service.
· LCA will not just record comments and complaints but will also endeavour to take a positive action as a result.
· LCA will always try to seek a solution that is satisfactory to the complainant and works to prevent a reoccurrence.
· LCA will deal with complaints and comments in an individual manner and will always be person centred in its approach.
· LCA is keen to change and improve its services and uses comments as part of this process of continual improvement.
· We will not be defensive in dealing with complaints and will always try to understand the situation from the complainant’s perspective.
· We will assist complainants in understanding the issue by giving them the opportunity to discuss it fully.
· LCA aims to alleviate residents’ stress, therefore will always try to avoid actions as part of a complaint that will increase their stress.
· LCA is not afraid to apologise when it is wrong.
· LCA will endeavour to do as it promises.
Logging formal complaints
Every endeavour should be made to resolve the matter informally, in a calm, caring, and courteous manner. If a member of the Senior Management Team (Centre Coordinator or Chief Officer) is in the building at the time, it may be helpful to refer the matter on to them, so that they can try to resolve it. All negative comments no matter how small will be recorded in our Comments Book / File alongside the action taken.
Complaints are important and usually indicative that there is something that needs to be set right. Even if the particular incident seems to have been resolved, it is necessary to speak to the appropriate senior member of staff about it. It may be that we need to change our systems, improve training, or alter our practice. Complaints help us to identify where improvements can and need to be made.
Formal Complaints Procedure
In some cases, individuals may feel so aggrieved that they want to lodge a formal complaint. The complainant should be advised to put their complaint in writing to the Chief Officer, so that an appropriate action can be taken.
If a complainant is unable or unwilling to put their complaint in writing then the Chief Officer, or someone from the member of the Senior Management Team, will telephone the resident within 24 hours to hear the complaint, record it in writing and send a copy of it to the complainant. On receipt of a written or oral complaint, the Chief Officer or member of the Senior Management Team, shall send a written acknowledgement to the complainant within 24 hours or the next working day, explaining what action is being taken to investigate the complaint.
The Senior Manager handling the complaint, will promptly initiate a full and fair investigation of all complaints. This may involve follow up enquiries with the complainant and with the person complained against. Every attempt will be made to achieve a full and balanced picture, so that appropriate action can be taken.
Should the matter be one which would seem to merit the initiation of disciplinary proceedings, the process to be followed will be as set down in the terms and conditions of service for Centre staff.
At the end of the investigation, and within 28 days of receiving the complaint, the Senior Manager shall write again to the complainant informing them of any action taken and the right of further appeal to the Chair of Board of Trustees. If there are literacy or other issues, the Senior Manager will also telephone the complainant.
The Chair will undertake a further review of the complaint by convening an appeal panel whose role will be to review the Senior Manager’s decision making process and determine whether a full and fair investigation has taken place. The Chair will send a written response to the complainant within 28 days, and if necessary make a phone call.
This concludes the investigation process and there is no facility for any further appeal. This does not affect the complainant’s statutory rights to seek independent legal advice in the case of financial loss or personal injury.
The Centre will keep all relevant correspondence, details of the complaint and any remedial action on the Centre’s files for a period of two years.
V1.GW Agreed by Board of Trustees 14th April 2022 – updated 07/12/2023 B. FLETCHER
Amended June 28th 2024 B. FLETCHER.