SPPOT Complaints Procedure
Introduction
Comments, complaints and suggestions play an important role in gathering information from anyone directly involved with SPPOT.
Reason for Policy
Who?
It is important that all staff, volunteers and Board of Directors members know and understand the comments, complaints and suggestions procedure and know how they should respond.
Why?
Complaints, if continually monitored, provide useful customer feedback on services and highlight problem areas.
Policy Statement
SPPOT encourages a ‘no blame’ culture and approaches criticism and comments in a constructive and positive way.
Procedures
Making a Complaint
- The complaint in the first instance should be brought to the attention of the most appropriate member of staff or Board of Directors, usually the person with whom the person needing to complain has most contact with.
If this is not possible for any reason, the complaint can be brought to the attention of any member of staff or Board of Directors.
- The member of staff or Board of Directors receiving the complaint will record the details on the appropriate form and if the issue is clear and obvious to deal with, that person will deal with the issue and record their actions on the form and log the form with the management Board of Directors. The person complaining will sign to say they are satisfied or not
- Any complaints with a solution which is not immediately clear and available will be recorded on the form and logged with the management Board of Directors who will aim to respond to the complainant within ten working days stating how the complaint will be dealt with.
- If there is further action to be taken, this will be undertaken by the management Board of Directors and the complainant will be notified of the action and the result.
- If the complainant is not satisfied at stage 4, then SPPOT will arrange for an independent investigation to take place, be recorded and the result communicated to the complainant.
