Complaints Procedure

complaint,This complaint policy’s objective is to provide clients or employees with comprehensive information about the procedure by which the Centre will handle any complaints that are received.

It seeks to guarantee that every complaint is handled in a way that gives the complainant confidence that their concerns are handled appropriately and promptly.

It is acknowledged that complaints can offer a company a useful chance to pinpoint any shortcomings in the services rendered to customers and employees.

How may a complaint be filed?
This policy describes the process to be followed in the event that a complaint is received. Complaints can be made directly in person, over the phone, via email, or in writing.

To whom do I voice my complaints?
Any grievance should be directed to one of the following staff members:
Rebecca Hales
The Centre’s Safeguarding Policy will be adhered to whenever a complaint concerns a claim of maltreatment of a vulnerable adult or child.

Upon receiving a complaint, a complaint’s specifics are noted as follows:

• Complainant’s name and contact information;
• Date of receipt;
• Type of complaint

Only those who have a direct need to know about the issue will receive the complaint details. The complainant’s information will be deleted once the complaint is closed.

Addressing a complaint
Within two business days, the centre manager will acknowledge receiving the complaint.
The Centre Manager may decide to do one of the following, depending on the type of complaint:
• speak with the complainant over the phone or in person before starting an inquiry.
• start an inquiry to get all the facts.
• reply to the complainant within five working days with the complaint’s outcome, such as whether it was upheld or not.

The Centre Manager will notify the complainant if additional time is needed to allow for a more thorough investigation of the complaint.
The Centre Manager will take the necessary steps to address the issue after the inquiry is concluded.
The complaints log will contain information about the inquiry and any conclusions that derive from it.