Complaints Policy

Introduction

Carers Northumberland (CN) is committed to maintaining the highest standards of service. When things go wrong, or standards are perceived to have fallen below an acceptable standard, CN recognises the need for an effective complaints’ procedure. 

CN believes that complaints and comments can be a valuable source of information about the quality of our services and can contribute significantly to continuous improvement of the services provided.

Purpose of the Policy

The purpose of this policy is to provide a framework within in which the organisation can develop a culture and way of working that allows CN to:

· Respond positively, promptly, and sympathetically to complaints

· Take action to prevent any recurrence of the problem leading to a complaint

· Use the process of reviewing comments and complaints as a source of ideas for continuous improvement of our services.

The purpose of the complaint’s procedure is not to apportion blame. 

This procedure is entirely separate from any disciplinary procedures.

Designated Person

The Chief Executive Officer is the designated complaints manager. S/he is accountable to the trustees for facilitating the investigation of all complaints and ensuring they are dealt with in accordance with the Complaints Policy as well as recording and reporting of comments.

Information

Information about the complaints procedure and the service standards will be available to all service users in appropriate formats.

All staff, trustees and volunteers will be aware of the procedures for making a complaint or comment and be able to explain these to service users.

Staff, trustees, and volunteers will be able to assist anyone wishing to register complaints and comments.

Operation

The operation of the policy is set out in detailed complaints procedures, provided to all staff, trustees and volunteers at the time of their induction. The procedures cover the following areas:

• Recording of comments
• Registering/Logging of complaints
• Information
• Time limits for response
• Investigation of complaints
• Complaints Manager
• Review Process
• Complaints report

Training

Staff, trustees, and volunteers will receive information and training to ensure that they are well informed about the complaints policy and procedures.

All training will encourage staff, trustees, and volunteers to view complaints and comments as a means of improving service and practice.

Staff, trustees, and volunteers will have the opportunity to participate in training to develop their skills in customer care and related areas.

Reporting

The complaints manager will provide trustees with a complaint and comments report annually, detailing the number and nature of complaints and comments received and how they were resolved. Exceptionally, the Board would be made aware of any complaints which have raised issues of risk to the organisation.

Policy Development, Implementation and Review

The trustees of CN are responsible for the development of the complaints policy.

The Chief Executive is responsible for the implementation and monitoring of the policy.

This policy will be reviewed annually and in line with any relevant legislative organisational changes to ensure its continued and effective implementation.