Complaints Procedure
Redbridge Carers Support Service recognises that carers and other service users have a right to complain if they are not satisfied with the quality of the service they receive from the organisation.
Where a complaint is made against the Executive Director or a member of the Trustee Board, the same procedure will be followed but with the Chair of the Trustees substituting for the Executive Director’s role at all stages.

The three stages are:

Stage one (Informal)
Speak to a member of staff and try to resolve the complaint informally.

Stage two (Formally registering a complaint)
If you are not satisfied with the response you received at stage one (informal) you should then use stage two of this procedure.
Please send your complaint by letter addressed to either the Director or Chair of the Board of Trustees, in a sealed envelope marked ‘Private & Confidential’. Post to address below:

The Executive Director OR The Chair of the Board of Trustees,
Redbridge Carers Support Service
12 Clements Court
Clements Lane
Ilford IG1 2QY

If your complaint is about the Executive Director, or a member of the Trustee Board, you should address it to the Chair of The Board of Trustees at the same address as above and marked ‘Private & Confidential.’

Your complaint will be acknowledged by letter within 7 working days from the date it was received.
You will then receive a full response to your complaint within 21 working days from the start of the investigation from the person appointed to investigate the complaint.

The response will include:
• a decision as to whether the complaint was upheld or not
• reason for the decision
• the redress, if appropriate, which will be offered in the form of an apology either verbal or written or an undertaking and subsequent report on improving or developing policies or procedures where these appear to be at fault or absent.
• any other action that might be taken in light of the complaint.

Stage three (appeal)
If you are not satisfied with the response to your complaint then outline the reasons for your dissatisfaction by letter, fax, email, within seven working days of receiving it to the Executive Director (or the Chair of the Board of Trustees if it is about the Executive or a member of the Trustee Board).

An Appeals Panel normally of three members, including a trustee, will be convened to consider your appeal. The Executive Director or Chair of the Board of Trustees will be responsible for ensuring the panel is appropriately representative. 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 relevant individuals involved with the complaint
• make a final decision.
The Chair of the Appeals Panel will write to you within 28 working days of receiving your appeal, to confirm:
• the final decision about the complaint
• the reason for the decision
• any action that may be taken in light of the complaint.

Review of Complaints
The Executive Director will report annually to the Trustees summarising the nature of any complaint received and how they were resolved. The Board of Trustees will decide on any necessary action. The report and discussion will be minuted.
COMPLIMENTS
Service users and visitors may wish to compliment the organisation on good practice and are encouraged to do so using our ‘comments & suggestions’ tub in the waiting area of the office. You may prefer to write to us or email on the address below. You can also use our evaluation forms (available on request) to give us your feedback. Alternatively, please contact the Executive Director or a member of staff.

Redbridge Carers Support Service
12 Clements Court
Clements Lane
Ilford IG1 2QY
[email protected]