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Complainant’s Action OUThouse Action Informal Complaint Discussed at team and/or management meetings Written (anonymous or signed) complaints/suggestions in Suggestions Box Publish information on the number and nature of complaints and action taken – noticeboard Verbal complaints/suggestions to staff member or manager Formal Complaint 1. Service or Product – in writing (letter or e-mail) or personally Investigation by Manager to Manager within 2 weeks of incident. Assistance can be given Written response within 4 weeks to write a letter. You will be asked if this is a formal complaint. Appeal to Board within 4 weeks. Board response within 4 weeks. 2. Service User – in writing or personally to Manager within 2 Meeting between the 2 parties with an appointed staff member, weeks of incident within 2 weeks, minuted by staff member and signed by all parties If not resolved formal written complaint to Manager within 2 weeks Manager investigates within 2 weeks. Interviews all witnesses and records all views. Service users have the right to be accompanied if friend signs confidentiality agreement. Gathered evidence available to both parties. Written response to complainant but actual action taken not detailed. Appeal to Board within 3 weeks who will respond within 4 weeks Any bans or warnings remain in place for 12 months. 3. Volunteers - follow procedures as above except the Volunteer co- ordinator will chair the meeting for volunteers. 4. Members of staff – complaints to be made within 2 weeks of Manager (Board) will record a verbal complaint and ask incident in writing, or personally to Manager. Complaints about complainant to sign it. Manager to Board. Member of staff immediately informed and given a copy of the complaint. Informal meeting arranged between parties within 2 weeks, or inform complainant of the cause of the delay. Meeting minuted and signed by all. If not resolved, a formal investigation is undertaken within 2 weeks, witnesses and parties interviewed, statements signed. All interviewed have the right to be accompanied if confidentiality agreement signed Following a decision the parties will be written to and informed whether a breach of policy has occurred. Appeal to Board within 2 weeks who will respond within 3 weeks Right of appeal to the Board. Disciplinary Procedures invoked if staff member has broken terms of employment.