Concerns

1. Our aims

Responder Resilience CIC is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our clients and stakeholders, and in particular by responding positively to concerns, and by putting mistakes right. 

Therefore we aim to ensure that:

• making a compliment or raising a concern is as easy as possible
• we welcome compliments, feedback and suggestions
• we treat a concerns as a clear expression of dissatisfaction with our service which calls for an immediate response
• we deal with it promptly, politely and, when appropriate, confidentially
• we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
• we learn from concerns, use them to improve our service, and review annually our concerns policy and procedures

We recognise that many concerns will be raised informally, and dealt with quickly. 

Our aims are to:

• resolve informal concerns quickly
• keep matters low-key
• enable mediation between the complainant and the individual to whom the concern has been referred

This policy ensures that we welcome compliments and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.

2. Definitions 

A compliment is an expression of satisfaction about the standard of service we provide. 

A concern is defined as any expression of dissatisfaction, however, it is expressed. This would include concerns expressed face to face, via a phone call, in writing, via email or any other method. All colleagues should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the words “concern”, “complain” or “complaint” is not used. 

3. Purpose

We are always glad to hear from people who are satisfied with the services we offer.  All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Concerns

The formal concerns procedure is intended to ensure that all concerns are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

5. Responsibilities

Responder Resilience CIC responsibility will be to:

• acknowledge the formal concern in writing;
• respond within a stated period of time;
• deal reasonably and sensitively with the complaint; and
• take action where appropriate.

A complainant’s responsibility is to:

• bring their concern, in writing, to Responder Resilience CIC’s attention normally within 8 weeks of the issue arising;
• raise concerns promptly and directly with a member of staff in Responder Resilience CIC;
• explain the problem as clearly and as fully as possible, including any action taken to date;
• allow Responder Resilience CIC a reasonable time to deal with the matter, and
• recognise that some circumstances may be beyond Responder Resilience CIC’s control.

6. Confidentiality: 

Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Responder Resilience CIC maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each concern judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Concerns Procedure:

Written records must be made by Responder Resilience CIC at each stage of the procedure.

Stage 1

In the first instance, staff member(s) must establish the seriousness of the concern. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal concerns procedure should be followed.

Stage 2

If the concern cannot be resolved informally, the member of the public should be advised that a formal complaint may be made and the following procedure should be explained to them. It may sometimes be appropriate for a different member of staff, preferably a member of the Management Team, to make this explanation.

1. A formal concern can be made either verbally or in writing. If in writing the attached form should be used. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor. 
2. In all cases, the concern must be passed on to a Director of Responder Resilience CIC. In the event of a concern about a person, the concern should be passed to the person’s superior, and if the concern is about a person’s superior, this must be passed on to a Director of Responder Resilience CIC.
3. The person or person’s superior, depending on the nature of the concern, must acknowledge the concern in writing within one week of receiving it.
4. One of the above will investigate the concern. Any conclusions reached should be discussed with the staff member involved and their Line Manager.
5. The person raising the concern will receive a response based on the investigation within four weeks of the concern being received. If this is not possible then a letter must be sent explaining why.

Stage 3

1. If the complainant is not satisfied with the above decision then a meeting of the Board of Directors will be convened.
2. The Board of Directors will examine the concern and may wish to carry out further interviews, examine files / notes. They will respond within four weeks in writing. Their decision will be final.

CONCERNS FORM

You may use this form to make a suggestion or to raise a concern with Responder Resilience CIC.

We would like you to submit this form as soon as possible.