Complaints Policy and Procedure

 

Central Scotland Regional Equality Council Ltd (CSRECL) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.

Complaints Policy

Our Policy is:

  • To provide a fair procedure which is clear and easy to use for anyone wishing to make a complaint
  • To Publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
  • To make sure everyone at CSRECL knows what to do if a complaint is received
  • To make sure all complaints are investigated fairly, efficiently and effectively
  • To make sure that all complaints are, wherever possible, resolved and that relationships are repaired
  • To increase customer satisfaction
  • To gather information which helps us to improve what we do

Definition of a complaint

A complaint is any expression of dissatisfaction, whether justified or not, about any aspects of Central Scotland Regional Equality Council Ltd.

Who can complain?

Anyone who:

  • Is receiving a service from CSRECL
  • Is caring for someone who has a complaint
  • Has been refused a service, which they think they may need.

A complaint can be made verbally, by phone, by email or in writing.

This Policy does not cover complaints from staff, who should use the CSRECL Discipline and Grievance Policies and Procedures.

Confidentiality

All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility

Overall responsibility for this policy and its implementation lies with the Board of Directors.

 

Complaints Procedure of Central Scotland Regional Equality Council

How to complain

CSRECL would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact CSRECL on 01324 610950 and, if you feel able, speak to the member of staff who is working with you or ask to speak to their manager, who will try to sort the matter out.If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Written complaints by post should be sent to;

The Manager

Central Scotland Regional Equality Council (CSREC)

Rooms 1A & 1B Community Education Centre

Park Street

Falkirk

FK1 1RE

 Alternatively, you can email your complaint to admin@csrec.org.uk

 Resolving Complaints

Stage One

 

If you are not happy with the initial response to your complaint and you feel it necessary to make a formal complaint, your complaint will be acknowledged within five working days.

You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint. You can have someone with you at this meeting.

 

Your complaint will be investigated and you should receive a definitive reply within 28 working days of its receipt. This reply will detail the action taken to investigate the complaint, the conclusion from the investigation, and any action taken as a result of the complaint.

 

If for any reason the investigation into your complaint has not been completed within 28 days you will be informed of this and you will be given a progress report with an indication of when a full reply will be given.

 

Stage Two

 

If you feel that the complaint has not been satisfactorily resolved at Stage One, you can request that the complaint is reviewed at Board level. Your request and details of the complaint will be passed to the Chairperson of the Board who will acknowledge your request within five (5) working days. You will also be informed about who will investigate your complaint and when you can expect a definitive reply of the outcome of the investigation (which should be within twenty-eight (28) working days)

 

If for any reason the investigation into your complaint has not been completed within 28 working days you will be informed of this and you will be given a progress report with an indication of when a full reply will be given.

 

In all cases, a complaint will be given full and fair consideration.

However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the details or outcome of matters outside of this procedure.

If a criminal offence is alleged, then the police will be informed.

Variation of the Complaints Procedure

The Board may vary the procedure for good reason. This may be necessary to avoid a conflict of interest, for example, a complaint about the Chairperson should not also have the Chairperson leading a Stage review.

Monitoring and Learning from Complaints

Complaints will be reviewed annually to identify any trends which may indicate a need to take further action such as training.

 

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