Informal Complaint

							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.