Carers Leeds is committed to providing high quality services and to on-going service improvement. We welcome your feedback, positive and negative, with a view to improving our service.

There are times when things can go wrong or that you might be unhappy with the service you receive from us. In these circumstances, we will take a restorative approach to the feedback you raise with us, including complaints. This means that we seek to resolve the issue at the earliest opportunity by: 

• Really listening to your concerns
• Having a face-to-face conversation with you if possible, or a phone or virtual call if not
• Focusing on resolution (not who is right or wrong) and asking what would resolve things to your satisfaction

If you raise a concern or issue with us, in the first instance the member of staff with whom you have raised the concern or issue will talk with you to explore this further. Our hope is that most issues can be resolved to your satisfaction at this stage. 

If, following the conversation we need to find out more information from other people involved, we will agree a timescale with you and be clear when we will get back to you. Please be assured that we are committed to resolving problems as soon as possible.

If the matter can’t be resolved through informal resolution and you are still unhappy, you then have the option to make a formal complaint. 

The formal complaints process could have two stages and at each stage Carers Leeds will continue to adopt a restorative approach. 

Stage 1: Formal Complaint

If you wish to submit a formal complaint in writing to the CEO at Carers Leeds, Mill 6, Ground Floor A, Mabgate Mills, LS9 7DZ or by email at claire.turner@carersleeds.org.uk. If you need assistance with this, we will be happy to help you.  

This should set out the reasons for your complaint and what would resolve the issue from your perspective. If your complaint relates to the CEO, then it should  be addressed to the Chair of the Board of Trustees at the same address or by email at Hannah.Bowers@carersleeds.org.uk (Executive Assistant to the Board).

Once received, the first step is for the CEO, Chair of the Board of Trustees, or someone they nominate, to have a face to face conversation with you if possible, or a phone or virtual call if not. If this doesn’t resolve the matter, then the CEO or nominated person will investigate your complaint further. This will include speaking to any other parties involved in the complaint and reviewing any relevant documents or records. 

The investigation is purely fact finding and the investigation report will be presented to the CEO or The Chair of Board, as appropriate, who will then make any necessary recommendations arising from the investigation.

Normally you will receive a full response to your complaint within 21 working days from the date of receipt of your communication. Where practicable we will have a conversation with you followed by written confirmation. If it is not possible to provide a full response to a complaint within 21 working days, we will provide a holding response to you, outlining the reasons why and give a date by which a full response is expected.

Stage 2: Appeal

If you are not satisfied with the response, you can appeal by outlining the reasons for dissatisfaction by letter or e-mail within seven working days of receiving it. This communication should be addressed to the Chair of the Board of Trustees or by email to Hannah.Bowers@carersleeds.org.uk.

An appeals panel, including one member of the Board of Trustees, will be convened to consider the appeal. Where practically possible, Panel membership will be restricted to people who have had no previous, or minimal involvement in the complaint. The Chair of the appeals panel will write to the you within 28 working days of receiving the appeal to confirm the final decision about the complaint, the reason for the decision, and any action that may be taken considering the complaint.

In circumstances where time limits cannot be met due to unforeseen circumstances, you will be notified in writing. The reasons for the delay with adjusted timescales will be supplied by the person responsible for handling the complaint.

Most complaints give useful feedback to us about our service.  However, we have a responsibility to protect our workforce from people who behave in a way which is abusive or malicious and to avoid inappropriate use of our resources through dealing with persistent or vexatious complaints. We will not investigate complaints that we consider to be vexatious or malicious.  

Examples of behaviour which might be regarded as vexatious include:

• Abusive or threatening behaviour – whether in person or in writing
• Persistent telephone calls, e-mails or letters on the same issue
• Persistent verbal complaints that cannot be resolved.

We will deal with anonymous complaints through our Whistleblowing Process.