Complaints Procedure
Complaints Policy
SensoryPlus Ltd is committed to providing a good standard of quality services to service users, other agencies and organisations. We will take seriously any concern or complaint and will look into it promptly, for resolution as quickly as possible. SensoryPlus Ltd recognises that all service users, agencies and organisations have the right to raise concerns or complaints about our services and have access to clear information on how to voice complaints and concerns.
Our concerns and complaints procedure is open to everyone who receives or requests a service from SensoryPlus Ltd and people acting on their behalf. We are committed to dealing with complaints Confidentially. Will keep a record of all complaints, in line with our GDPR and Privacy Policies.
All staff are required to read, understand and comply with this policy and its procedures.
SensoryPlus Ltd strives for high standards in service delivery and welcomes feedback from individuals, users of our services, stakeholders, funding bodies and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work.
Introduction
1. The Aim of the complaints policy and procedure is to:
1.1 Ensure everyone knows how to make a complaint and how a complaint will be handled.
1.2 Ensure that complaints are dealt with consistently, fairly and sensitively within clear time frames.
1.3 Provide individuals with a fair and effective way to complain about our work.
1.4 Ensure that complaints are monitored to improve our services.
Obligation
2. SensoryPlus Ltd will ensure that we:
2.1 Listen carefully to complaints and treat complaints as confidential, where possible.
2.2 Record, store and manage all complaints accurately and in accordance with the Data protection Act.
2.3 Investigate the complaint fully, objectively and within the stated time frame where possible.
2.4 Notify the complainant of the results of the investigation and any right of appeal.
2.5 Inform the complainant of any action that will be implemented in order to ensure that there is no re-occurrence.
2.6 Review on an annual basis, the number of complaints received, the outcomes and any actions taken.
Definition
3.1 A complaint is any expression of dissatisfaction by an individual, whether justified or not.
3.2 An individual may make a complaint if they feel SensoryPlus Ltd has:
3.3 Failed to provide a service or an acceptable standard of service or made a mistake in the way the service was provided.
3.4 Failed to act in a proper way.
3.5 Provided an unfair service.
3.6 Caused or contributed to harm.
3.3 This policy and procedure relates only to complaints received about SensoryPlus Ltd and its services.
Concern or Complaint
4.1 It is important to establish the difference between a concern and a complaint. Taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.
4.2 If you have any concerns about our work please tell a staff worker or their manager as soon as possible, so they can fully understand your concerns and try to put things right.
4.3 If you are not happy with the response to your concern and/or you want to make a formal complaint please follow the procedure below.
Formal Complaints Procedure
5.1 SensoryPlus Ltd aims to settle the majority of complaints quickly and satisfactorily by the member of staff who provides the service. The complaint may be resolved quickly by way of an apology or by an acceptable explanation to the individual.
5.2 There are three stages to the complaint’s procedure:
Stage One – The Complaint
Stage Two – Investigation
Stage Three – Appeal
Stage One - The Complaint
6.1 The complaint can be written or if the individual prefers they can tell someone at SensoryPlus Ltd, or someone else, who will write it down for them (to aid in accessibility).
6.2 The complainant will need to sign it as a true record of their feelings and or facts, be this physically or digitally. This can be communicated to us via our Contact Us Page.
6.3 The complaint should include the complainants name and address, the nature and date of the complaint and how they want to see it resolved.
6.4 Complainants should receive an acknowledgement within 5 working days of receipt of a signed complaint.
Stage Two - Investigation
7.1 All complaints at this stage should be dealt with by a manager. If they need to meet with the complainant, they should aim to do so within 10 working days of receiving the written complaint.
7.2 Complaints will be fully investigated, and a written response provided to the complainant within twenty working days of acknowledgement by the investigator.
7.3 The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services.
7.4 Where the complaint is upheld an apology may be offered.
7.5 Occasionally investigations may take longer, particularly if the complaint is complex. Should this be the case a holding letter will be sent after ten working days and a final date given for a conclusion to be reached, which should be no more than 40 working days from the date of the complaint.
7.6 If an individual remains dissatisfied with the outcome from Stage Two they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.
Stage Three - Appeal
8.1 If the complaint cannot be resolved to the complainants satisfaction at stage two, or if the manager feels that the complaint is of a very serious nature, or concerns a service leader then it will be referred an alternative manager for review.
8.2 The complainant should be informed in writing of the outcome of stage three, and the position of deadlock. The decision reached about the complaint will then be final but other options remain available to the complainant as well as their statutory rights.
8.3 Any further action should be taken within 6 months of the initial complaint.
Anonymous complaints
9.1 Complaints received anonymously will be considered, but action may be limited if further information is required to ensure a full and fair investigation.
Data protection
10.1 To process a complaint SensoryPlus Ltd will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be known to those who need to consider the complaint and should not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applied or allegations are made which involve the conduct of third parties.
Monitoring
11.1 Complaints are an important tool which, alongside data provided by exit surveys, stakeholder surveys, user feedback and focus groups, will allow us to learn about the services we provide. They provide a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from complaints the following data may be collected:
Name and address
Name of person dealing with the complaint
Date of complaint and response
Nature of complaint
Action(s) taken/recommendations made in response to the complaint Lessons learnt
11.2 Complaints information will be considered on a regular basis by the Management Team. Wherever possible the data will be used to improve and develop the service.