Complaints Policy and Procedure
Introduction
Space 2B You is committed encouraging and enabling staff, clients, agencies, partners, contractors, and the public to raise complaints directly with Space 2B You. Space 2B You ensures the highest standards of integrity, honesty, and service. We welcome all views and comments as this helps us continually develop the services we provide. Therefore, Space 2B You will take all complaints seriously and will do our up most to resolve this. If the complaint cannot be resolved with a two-week time frame a full investigation will take place. If you are unable to complain yourself, then someone can act on your behalf with your written consent.
The Public Interest Disclosure Act 1998 protects employees who report concerns within the workplace. Space 2B You is committed to the highest standards of openness, honesty, transparency, and accountability. Therefore, the aim of this policy is to ensure all individuals feel comfortable and safe to report any concerns and know they will be taken seriously, addressed, and fully investigated if appropriate. This policy makes it clear that individuals can do so in strict confidence without fear of reprisals.
Objective
Space 2B You are committed to providing the highest standard of service, openness, honesty, transparency, and accountability. Therefore, the aim of this policy is to ensure all staff, clients, public, contractors, agencies and partners feels comfortable, safe and know how to raise any complaints. Space 2B You take all complaints seriously, addressed, and will be fully investigated if appropriate. This policy also makes it clear that anyone making a complaint can do so in strict confidence without fear of reprisals.
Scope
This policy applies to all staff, contractors, agencies, clients, public and partners.
Aims of this Policy
To ensure all clients, contractors, staff, partners, agencies, and public know how to report concerns.
Safeguard
Space 2B You will take action to protect all individuals from harassment and/or victimisation who raise complaints. Space 2B You will not reveal the identity of any individual who makes a disclosure. During the investigation, a statement may be required, however, they will not be identified as the originator of the complaint being investigated.
How to make a complaint
Who can make a complaint:
Clients
Staff
Contractors
Partnerships
Agencies
General public
How to make a complaint:
Space 2B You will usually only investigate complaints made within 6 months of the event, or within 6 months of the individual realising you have a complaint to be raised. However, time limits may be set aside if there is good reason why a complaint could not be raised earlier.
Space 2B You staff and contractors are encouraged to make a complaint as soon as possible via email, telephone (020 3048 3331, ext. 301). Please send the email to admin@space2byou.co.uk.
A staff member or contractor may also wish to raise the complaint with the Directors via email or telephone (please see contact details below).
Clients may raise concerns within therapy sessions. Space 2B You encourage and support clinicians to initially address complaints directly with the client. The clinician must inform the Directors of the complaint and this will be recorded on the incidents form and discussed at the incidents meeting. If the client and clinician are unable to find a resolution the clinicians must provide the client with Space 2B You contact details (telephone 020 3048 3331, ext. 301 and email admin@space2byou.co.uk) and explain the Complaints procedure.
Clients, public, agencies and partners can raise complaints via email and telephone, (020 3048 3331, ext. 301 and admin@space2byou.co.uk).
If someone makes a complaint via telephone, they may be asked to make a statement and put the complaint in writing.
Steps Space 2B You will make
Space 2B You take all complaints seriously and will be dealt with promptly, fairly, and proportionately.
Step one:
Deal with the complaint within two weeks.
Step two:
Carry out a full and fair investigation within a further month if the complaint was not resolved.
Step three:
Arrange for a different senior manager to review your case within a further month if you remain unhappy. We will keep you informed if our investigation through this process.
All incidents will be recorded on a incident form and discussed during the incidents meeting. Space 2B You aim to learn from all complaints and will ensure the outcomes and findings inform changes within the services provided. Therefore, improving the quality of provision. In addition, Space 2B You are also aware of their duty in promoting equality and diversity.
What if I am not happy with the outcome
If a client, staff, contractor, agency, public or partner is not happy with the outcome of the investigation they have the right to contact the Directors to explore this further with the aim to resolve any concerns.
marie-anne.mckee@space2byou.co.uk
Data Security and Protection
Personal identifying Information concerning clients or staff is strictly confidential and must not be disclosed to unauthorised persons. This obligation shall continue in perpetuity. Disclosures of confidential information or disclosures of any data of a personal nature can result in prosecution for an offence under the General Data Protection Regulations 2018 or an action for civil damages under the same Act. In addition, Space 2B you may take disciplinary action.
Contact Details:
If staff members have any concerns, please contact Space 2B You directors Marie-Anne McKee and Alison Joyce.
Telephone:
020 3048 3331 (ext. 301)
Email:
barbara.johnston@space2byou.co.uk
marie-anne.mckee@space2byou.co.uk