If you have a complaint about our service, please use our complaints procedure explained below.
What is a complaint?
A complaint is an expression of dissatisfaction, either written or spoken. It can be made by an individual or a group. A service user may wish to complain if they are not satisfied with the way they have been treated by Carers Leeds.
The formal complaints procedure is set out below. However, where a service user has a complaint, they are encouraged to try to sort out the problem informally at first. This can best be done by talking with the people directly involved. In this way, it is hoped that the problem can be sorted out quickly and gives the people who gave rise to the complaint the opportunity to resolve it.
The principles of Carers Leeds complaints procedure
- Carers Leeds recognises that comments about its services are an important part of feedback from people using the service and comments will be used to inform our ongoing service improvements.
- Complaints will be investigated fully and fairly.
- Complaints will be dealt with in confidence. The only exception to this is when others could be put at risk by matters referred to in the complaint.
- If the person making the complaint is not happy with the result of the response, they have the right to appeal.
- We make particular note that complaints regarding the way the service deal with issues around child or adult welfare and safeguarding fall within this policy. Carers Leeds is committed to fully implementing its child and adult safeguarding policies.
- Service users who feel that they have experienced discrimination on the grounds of age; disability; gender/gender reassignment; same sex relationships; pregnancy; race; religion and belief; sexual orientation, may use this policy to make a complaint.
How to complain
A service user can complain about any aspect of the work of Carers Leeds. Examples might include treatment by a member of staff, the quality of information or advice received, or the amount of time a service user has had to wait for contact with the service.
There are three stages to the complaints process. A complainant may wish to involve an advocate, friend or someone else to support them at any stage. However, they should not be someone directly involved in the matter being investigated.
Stage one (informal)
The service user should speak to the individual concerned or their line manager and try to resolve the complaint informally. The member of staff or volunteer concerned is required to give their name and the name of their line manager if requested.
Stage two (formally registering a complaint)
If the service user is not satisfied with the response they have received at Stage One, they should use Stage Two of this procedure. The complainant must outline the details of their complaint by letter, e-mail, or audio and send it to: The CEO, Carers Leeds, 6-8 The Headrow, Leeds, LS1 6PT. If the complaint specifically relates to the CEO, then the complaint should be addressed to the Chair of the Board of Trustees at the same address.
The complainant will receive a full response to their complaint within 21 working days from the date of receipt of the communication. The response will be made in writing from the person appointed to investigate the complaint. The response will include the following information:
- A decision on whether the complaint was upheld or not
- The reason for the decision
- The redress, if appropriate, which will be offered, for example, an apology, additional help, or directing to other sources of advice or support.
- Any other action that may be taken in light of the complaint
If it is not possible to provide a full answer to a complaint within 21 working days, the letter will outline reasons why and give a date by which a full answer is expected.
Stage three (Appeal)
If the complainant is not satisfied with the response to the complaint, then they must outline the reasons for dissatisfaction by letter, e-mail or audio tape within seven working days of receiving it. The communication must be addressed to the Chair of the Board of Trustees.
An appeals panel, including one member of the Board of Trustees, will be convened to consider the appeal. Panel membership will be restricted to people who have had no previous involvement in the complaint. Members of the appeals panel will read through the necessary papers, speak to the relevant individuals involved in the complaint and make a final decision.
The Chair of the appeals panel will write to the complainant 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 in light of the complaint.
In circumstances where time limits cannot be met due to unforeseen circumstances, complainants 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 on our service. However Carers Leeds has a responsibility to protect its staff from people who behave in a way which is abusive or malicious and to avoid inappropriate use of our resources through dealing with such behaviour.
Examples of behaviour where the complaint will not be investigated:
- Abusive or threatening behaviour—whether in person or in writing.
- Persistent telephone calls, emails or letters on the same issue.
- Persistent verbal complaints that cannot be resolved.
If you want to give us some feedback that isn’t a complaint, please use this form.
If you have any questions or concerns, please contact us on 0113 246 8338 or e-mail firstname.lastname@example.org.