Complaints Procedure Policy

Way 2 Work Ireland Complaints Procedure Policy

Purpose of the Policy

This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments are taken seriously and addressed in a professional manner.

Policy Statement

Way 2 work Ireland as an organisation is committed to taking seriously any complaint that concerned individuals have about the service. We believe that if an individual wishes to make a complaint or register a concern, they should find it easy to do so.

Principles

It is Way 2 Work Ireland’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve, and provide better services.
All complaints will be responded to and then resolved promptly, and within the timescales outlined.
This organisation supports the concept that most complaints, if dealt with early, openly, and honestly, can be sorted out at a local level between just the complainant and the organisation.
Complainants should be consulted with about what they would like to happen about their complaint.
All persons involved should be supported and given appropriate assistance throughout the process.
The complaints process should be well publicised. Stakeholders should be made aware that there is an easy way to complain, and how to do it.
All complaints must be properly recorded in a consistent manner.
Complaints should be kept at a central location and monitored for quality purposes.

Service Users Complaints Procedures

Who can complain?

Anyone who has access to Way 2 Work Ireland services.
An advocate may complain on the service user’s behalf, provided they have the service users written consent.

What can a service user complain about?

Any part of the service that they have received.
A decision made about them that affects them.
Being denied a service.
A change in service provision.
A member of staff.

Complaints involving staff.

If the complaint is about a member of staff, the complainant should immediately be referred to a CEO. The service user will be supported to write the complaint. The service user will be told that the staff member will be informed that a complaint has been lodged against them.
If the complaint is about a CEO/director, the service user will be supported to write the complaint, which will be referred to their senior CEO/Way 2 Work Ireland Board. The service user will be told that the CEO/director will be informed that a complaint has been lodged against them.

Verbal complaints

All verbal complaints, no matter how seemingly unimportant, should be taken seriously.
All contact with the complainant should be polite, courteous, and empathetic. At all times staff should remain calm and respectful.
Staff who receive a verbal complaint should seek to solve the problem immediately if possible. If staff cannot solve the problem immediately, they should discuss with their team the best way to proceed with the complaint.
If the suggested plan of action is not acceptable to the complainant, then the member of staff should ask the complainant to complete a Complaints Record Form and inform them fully about the complaint’s procedure.
If a complaint is made regarding staff, the complaint will be dealt with as described above

Written complaints

All complaints that need management to resolve them should be lodged in writing.
A completed copy of the Complaints Record Form should be given to the CEO/Team Leader. This should include information on the following:
- The nature of the complaint.
- Why the original response to the complaint was unsatisfactory if there was one.
- What the complainant’s desired outcome would be.
The CEO/Team Leader will proceed to investigate the complaint. If necessary, further details may be requested from the complainant. If the complaint is not made by the service user but on their behalf, then the consent of the service user preferably in writing, must be obtained from the complainant.
Where a complaint involves two or more individuals, all parties will have the opportunity to give their side of events to the CEO/Team Leader (who will choose whether those involved should meet together or should be meet separately).
If the complaint involves a member of staff they will be requested to attend to discuss the issues. They will be given reasonable notification which enables them time to organise to bring a colleague or trade union representative with them if they wish to.

The CEO/Team Leader will complete the investigation within ten days (unless otherwise agreed) and the complainant will be informed of any outcomes in writing and verbally.
If the complaint involves potentially serious matters, advice should be sought from HR/a legal advisor. If legal action is taken at this stage, any investigation by the organisation under the complaint’s procedure should cease immediately.

Outcomes and actions

Outcomes and actions initiated as a result of the complaint should be recorded on the Complaints Recording Form.
If the complainant is found to be rightly aggrieved, an apology should be offered by the organisation in writing signed by the CEO or verbally, where possible. All steps should be taken to ensure that any problems arising from the original cause for complaint are addressed.
If the service user is not satisfied with the outcome of the investigation, a meeting should be set up with the senior CEO/board member within four weeks. The complainant will be entitled to bring a family member or an advocate. The outcome of this meeting will be communicated in writing within 3 working days.

Other Concerned Individuals Complaints Procedures

Who can complain?

Any member of the local community,
Any external stakeholder (funders, external agencies, etc.).
A concerned individual can complain about any aspect of the service that has impacted on them or the organisation they represent in a way that they perceive to be negative.
All complaints by members of the community or other stakeholders should be referred to the CEO/Team Leader.

Verbal complaints

All verbal complaints, no matter how seemingly unimportant, will be taken seriously.
All contact with the complainant should be polite, courteous and empathetic.
The CEO/Team Leader will be contacted to respond to any verbal complaints. If the suggested response is not acceptable to the complainant then the CEO/Team Leader should ask the complainant to put their complaint in writing and give them a copy of the complaints policy and form for completion.
All complaints should be recorded noting: date; time; name of person/project/organisation making the complaint; nature of the complaint; and name individual handling the complaint. Contact details for the complainant should also be recorded.

Written Complaints

A completed copy of the Complaints Record Form or a complaint letter should be given to the CEO/Team Leader. This should include information on the following:
- The date, time, and name and contact details of the person/organisation making the complaint
- The nature of the complaint
- What the complainant’s desired outcome would be
- The name of the CEO/ Team Leader handling the complaint
If a complaint has been received by letter or email, the CEO/Team Leader should contact the complainant in writing within five working days to acknowledge receipt of the letter. The CEO/Team Leader may be required to ask additional questions to ensure the information outlined in the Complaints Recording Form is available. The letter should be attached to a copy of the form.
The CEO/Team Leader should inform the complainant that the complaint has been lodged and the matter will be investigated and a reply given in ten working days.
The CEO/Team Leader will proceed to investigate the complaint. If necessary, further details should be requested from the complainant.
If the complaint involves a member of staff they will be requested to attend to discuss the issues and will be given reasonable notification which facilitates them to bring a colleague or trade union representative.
The CEO/Team Leader will complete the investigation within ten days (unless otherwise agreed) and the complainant will be informed in writing or where possible verbally.
If the complaint raises potentially serious matters, advice should be sought from HR or a legal advisor to the establishment. If legal action is taken at this stage any investigation by the establishment under the complaints procedure should cease immediately.
If the complaint involves the CEO/ Team Leader, then the process should be passed to their Senior CEO./ Board of management.

Outcomes and Actions

Outcomes and actions initiated as a result of the complaint should be recorded on the Complaints Recording Form.
If the complainant is found to be rightly aggrieved, an apology should be offered by the organisation in writing signed by the CEO/team Leader, and all steps should be taken to ensure the cause is appropriately addressed.
If the complainant’s proposed outcome is not judged satisfactory by the organisation, the complainant will be provided with a written rationale for the decision.
If the complainant is not satisfied with the outcome of the investigation they have a right to appeal, though this should be done within ten working days from receipt of official correspondence.
- The Team Leader must then contact the CEO to instigate the establishment of an appeal committee and process.
- The appeal should involve two members of the management committee who have not previously been involved in the process.
- The decision of the management committee is final.

Anonymous Complaints

Anonymous complaints or complaints made under false names raise both practical problems and issues concerning fairness. The reason for this is that an investigation may not always be possible.
In the event that an anonymous complaint is received Way 2 Work Ireland will note the issues raised and, where necessary try and resolve them appropriately. An anonymous complaint may be referred for investigation:
- If there was good reason why the complaint was being made on an anonymous basis, for example, if there was a concern by the complainant that if their identity was revealed it could lead to negative consequence for them. This may depend on the seriousness of the allegation being made and should be at the discretion of the CEO/Team Leader. If the allegation involves the Team Leader, it should be referred to the CEO.
- If the allegation can be properly investigated either by talking to a third-party witness, or with evidence provided with the complaint, and where there is no need for further contact with the anonymous complainant.
- Any complaint involving a minor will be investigated and handled in a confidential manner according to the Child Safeguarding Policy.
In the case that a complaint cannot be fully investigated, the complaint will not be referred to in the staff file or will not in any other way impact upon working process or roles etc. except where this has been agreed by all involved including the person named in the complaint.
If the complaint relates to the general service delivery this will be referred to the CEO and remedial action will be implemented if appropriate.
A record of all complaints will be kept in the complaints file.
If anonymous complaints are received, as far as possible, the organisation will promote the complaints procedure and ensure appropriate supports are in place to facilitate complaints being made.

If you have any questions or suggestions about our Complaints Procedure Policy, do not hesitate to contact us. For where to send a complaints form please contact info@way2work.ie.

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