Complaints Policy

 

CITY & HACKNEY MIND

COMPLAINTS POLICY

 1. INTRODUCTION

City and Hackney Mind feels it is essential that users of services and other stakeholders have a clear, effective and easily understandable procedure through which any complaint can be dealt with. 

City & Hackney Mind must not be defensive when complaints are made but will ensure that a fair hearing is given to the complaint and that any member of staff is also given the fullest opportunity to answer any criticisms made.

2. CERTAIN PRINCIPLES WILL BE FOLLOWED DURING ALL STAGES OF THIS PROCEDURE:

 a)    Confidentiality is protected:-That will include the confidentiality for both the person making the complaint and any staff member involved;

 b)    Independent investigation:- Where an investigation is required it is vital that it is carried out by someone who was not involved in any way with any incident related to the complaint, to ensure that it is fair,

 c)    Support and advocacy:- People making a complaint may be represented by an advocate (that is, someone of your choice to help you) at any stage of the procedure.

 

It is obviously best to try and resolve any problem as soon as possible with the person concerned. If it is necessary to take this matter further, this will be done in line with the time scale detailed below.

 At each stage everyone concerned with the complaint will be kept fully informed. Apart from Stage 1, there will be a written report on the findings and opinions, and this report will be available at any later stage of the procedure.

 City & Hackney Mind will ensure that every user of City & Hackney Mind's services is aware that this complaint procedure exists. Each project will ensure that copies are kept and made available to users of their services.  The Complaints Policy will also be available to other stakeholders by

 3. STAGES

     First Stage

Informal discussion with the staff member concerned.  This stage may be by passed if wished by the complainant.

     Second Stage

If it has not been possible to resolve the complaint informally then the user should put their complaint in writing to the member of staff’s Line Manager, who it concerns. If the complaint concerns the Line Manager the matter should be put to that persons Line Manager

The relevant Line Manager will then carry out an investigation, interviewing all parties and report back the findings to the person taking out the complaint and the parties involved. This investigation should be carried out as swiftly as practically possible.

If you are unhappy with the results of this you can then ask for the matter to be referred to the third stage.

    Third Stage

If the complainant still remains unhappy with the reply they will have the final right of appeal to the Director of City & Hackney Mind or in the instance where the complaint is against the Director the Board of Trustees. An investigation will be conducted and again the findings reported back to the complainant and parties involved. This decision will be final.

    Fourth Stage

If the complainant still remains unhappy they may contact the Charities Commission for advice on telephone number 0870 3330123.