Complaints Policy

1. Introduction

1.1 Partners in Care is committed to dealing effectively with any concerns or complaints about our services, venues or employees. We aim to clarify any issues about which people are unsure, we will apologise if we have made errors and wherever possible, we’ll put right any mistakes we may have made. We also aim to learn from our mistakes and use the information we gain to improve our services.

2. Informal resolution

2.1 If possible, we believe it’s best to deal with things straight away rather than try to sort them out later. If someone has a concern, we would encourage them to raise it with the person they’re dealing with immediately. Our staff team will try to resolve the issue there and then. If there are any lessons to learn from addressing the concern then the employee will draw them to the attention of the Chief Officer. If the member of staff can’t help, or they haven’t resolved the issue to satisfaction the formal complaint route is the next stage.

3. How to make a complaint

3.1 Please contact the Chief Officer at Partners in Care (see contact details table below to make a formal complaint). If the Chief Officer is not available at the time, make it known to a staff member that you need to talk to them as soon as possible and the Chief Officer will contact you directly at their earliest opportunity.

3.2 We request that you put your complaint in writing by email or letter to the Chief Officer.

• If you a have a formal complaint about the Chief Officer or a member of the Board of Partners in Care it should be communicated in writing to the Chair or Vice Chair.  If the matter has not been resolved within 14 working days, the matter will be referred to a full Board meeting.

4. Dealing with your complaint

4.1 We will formally acknowledge formal complaints within three working days and provide details of how we intend to deal with it.

4.2 We will also ask the complainant to tell us their preferred method of communication.

4.3 Where the complainant is expressing a concern on behalf of somebody else, we will need that person’s agreement to do so.

4.4 We will deal with concerns in an open and honest way.

4.5 We will make sure that any future dealings with us do not suffer as a result of having expressed a concern or made a complaint.

4.6 If the complainant remains dissatisfied following Partners in Care’s response to a formal complaint a meeting will be arranged with the view to resolving the matter which will include a representative from either

• Shropshire Council
• Telford and Wrekin Council

Or

• an independent body

4.7 Wherever possible we would prefer it if a complaint could be made as soon as possible after the incident. This is because it’s better to look into peoples concerns while the issues are still fresh in everyone’s mind, meaning we can deal more effectively with the problem.

5. Supporting employees

5.1 Shropshire Partners in Care will support any employee identified in a complaint and it is acknowledge that this can be a stressful and anxious time. It is important for employees to be kept informed of the progress of any complaint in which they have been involved.

5.2 As soon as the Chief Officer/ line manager becomes aware that an employee has been named in a formal complaint, the employee should be offered a confidential debrief in a suitable environment. The employee should be given time to talk and be listened to. It should be explained that this is not a disciplinary investigation. The complaints process is a separate process.

5.3 If a written statement is required this will be taken by the Chief Officer or line manager from the employee within five working days of the formal complaint being received. Any employees being interviewed can be accompanied by a friend / supporter, another member of staff or a union representative if they wish to be.

5.4 Employees must be made aware when the investigation has been completed, and the findings, recommendations and any action to be taken should be relayed to them. They must also be provided with an opportunity to ask any questions they may have.

6. Learning lessons

6.1 We take concerns and complaints seriously and try to learn from any mistakes we’ve made. Our senior leadership team will review a summary of complaints made and the resolution process that follows. Our Board also considers our response to complaints annually. Where there is a need for change, we will develop an action plan setting out what we will do, who will do it and when we plan to do it by. We will also let the complainant know when changes we’ve promised have been made.

7. Contact details