Complaints Policy
Complaints Policy and Procedure
Complaints Policy and Procedure
Cavalier Centre RDA is committed to providing a quality service for its participants and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our participants, carers, volunteers and stakeholders, and in particular by responding positively to complaints.
Therefore we aim to ensure that:
making a complaint is as easy as possible
we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
we deal with it promptly, politely and, when appropriate, confidentially
we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc
we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures
We recognise that many concerns will be raised informally and dealt with quickly. Our aims are to:
resolve informal concerns quickly
keep matters low-key
enable mediation between the complainant and the individual to whom the complaint has been referred
An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Responsibilities
Cavalier Centre RDA defines a complaint as ‘any expression of dissatisfaction (with Cavalier Centre RDA, with a member of staff, with a volunteer or with a Cavalier Centre RDA Trustee) that relates to Cavalier Centre RDA and that requires a formal response’.
The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Cavalier Centre RDA’s responsibility will be to:
acknowledge the formal complaint in writing
respond within a stated period of time
deal reasonably and sensitively with the complaint
take action where appropriate
A complainant’s responsibility is to:
bring their complaint, in writing, to Cavalier Centre RDA’s attention normally within 8 weeks of the issue arising
raise concerns promptly and directly with the Centre Manager. If the complaint in relation to the Centre Manager the complaint should be raised with the Chair of Trustees.
explain the problem as clearly and as fully as possible, including any action taken to date
allow Cavalier Centre RDA a reasonable time to deal with the matter
recognise that some circumstances may be beyond Cavalier Centre RDA’s control
Responsibility for Action: All Staff, and Trustees of Cavalier Centre RDA.
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Cavalier Centre RDA maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own merit). Should this be the case, the situation will be explained to the complainant.
Monitoring and Reporting: Trustees of Cavalier Centre RDA will receive annually an anonymized report of complaints made and their resolution and complaints will be dealt with in accordance with Cavalier Centre RDA’s Privacy Policy.
Formal Complaints Procedure
Stage 1
In the first instance, if you are unable to resolve the issue informally, you should write to the Centre Manager. If your complaint concerns the Centre Manager you should write to the Chair of Trustees. If your complaint concerns the Chair of Trustees you should write to the Company Secretary. You can expect the Centre Manager to acknowledge your request within 4 working days of receipt and a response within 15 workings days.
Cavalier Centre RDA’s aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
Internal complaints procedure- Stage 1
Once the Centre Manager or chair of Trustees receives a stage 1 complaint, they should follow these steps:
Respond to the complainant acknowledging receipt of the complaint
Complete an initial investigation to understand who the complaint concerns
Set up a formal meeting with the individual/s that the complaint is concerned with to investigate the matter. (The Centre Manager can request a trustee is present as a witness). Notes must be made from this meeting.
Respond to the complainant
Take action based on the outcome of the investigation where appropriate. If any disciplinary actions needs to made then the Centre Manager should follow the disciplinary procedure.
Report to the board of trustees at the next board meeting
Stage 2
If you are not satisfied with the subsequent reply from the Centre Manager, then you have the option of writing to the Chair of the Board of Trustees, stating the reason why you are dissatisfied with the outcome. You must do this within 10 days of receiving the written response from the Centre Manager.
The Chair of the Board of Trustees (or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Note. If your original complaint was against the Chair of the Board of Trustees, then the final stage will be handled by the Company Secretary.
Internal complaints procedure- Stage 2
Once the Chair or Trustees receives a stage 2 complaint, they should follow these steps:
Respond to the complainant acknowledging receipt of the complaint
Investigate the actions taken previously relating to the complaint and discuss with the Centre Manager where appropriate
Decide if to take the complaint any further. If the decision is made not to take the complaint any further go to step 5
Set up a formal meeting with the individual/s that the complaint is concerned with to investigate the matter further. (the Chair of Trustees can request for another trustee or independent witness to be present). Notes must be made from this meeting
Respond to the complainant
Take action based on the outcome of the investigation where appropriate. If any disciplinary actions needs to made then the Chair of Trustees should follow the disciplinary procedure
Report to the board of trustees at the next board meeting
Final Stage
If you are not satisfied with the subsequent reply from the Chair of Trustees, then you have the option of writing to the Riding for the Disabled Association, stating the reason why you are dissatisfied with the outcome.
The complaint, notes of the formal meeting, all responses, outcome of investigation and any actions taken must be recorded and filled in the centre managers one drive. If the complaint is being dealt with by the Trustees, the company Secretary should keep these records.
