Complaints Policy

Complaints Policy and Procedures

The Colebridge Trust seeks to provide services to a consistent high standard whilst treating people with fairness and respect. There may be occasions when people consider that the service provided was not to the required standard. Often, when a good working relationship has been established, a complaint will be made informally and can be resolved at this level. If this is not the case, the complainant may make a formal statement that they are dissatisfied. This procedure sets out how complaints should be handled.

Making a complaint

Complaints can be made in writing, by telephone or by visiting the Trust’s offices.

If the complainant wishes, a member of staff should help with writing the details of the complaint.

If the complaint is of a sensitive nature, then an appointment should be offered with a male or female Board member or member of staff, as appropriate, and the interview conducted in an area of privacy.

What is a complaint?

A complaint is any expression, formal or informal, of dissatisfaction about the services that the Trust provides or fails to provide, or the performance or actions of its staff or its processes, policies and procedures. A complaint may be made by anyone, including volunteers and staff members.

Storing the complaints

A record of all complaints will be stored, and kept on record for a period of 2 years. Files will be sealed and will be able to show who has access to them for confidentiality purposes.

Steps to handling your complaint?

Informal complaints will be dealt with in house in accordance to this procedure. Formal complaints will be referred to the Chief Executive, if unable to do so it will be referred to the Chair of the Board. 

• Your complaint will be acknowledged within 4 working days, and we will outline who will be investigating and provide you with when a full reply will be provided. This should normally be no longer than 15 working days. (If circumstances arise which prevent completion of the investigation within 15 working days then a letter will be sent to you explaining the reason for the delay and providing a revised target date to complete the investigation.)
• We may invite you in for a meeting to discuss the investigation prior to providing a full response.
• The investigation will result in the complaint being upheld or dismissed.
• If it is upheld then recommendations for action should be made.
• The outcome of the investigation and actions recommended will be communicated back to the you.
• If you are still not satisfied with the response then the matter will be escalated to the board, this will undertake a fresh investigation by the board member.
• The Board Member will either uphold the original decision or overturn it and recommend action to be taken. The decision will be notified to you.

Confidentiality and data sharing

Confidentiality will be maintained throughout the complaint handling process. Individuals will be involved on a ‘need to know basis’ and, especially where you may be known to others, your identity should be protected both during and after the complaint handling process. Colebridge Trust collects and shares personal information only where necessary. All data sharing follows UK GDPR and the Trust’s Data Sharing Policy.