Complaints Policy: Difference between revisions
Created page with "Handcrafted Complaints Policy and Procedure Changes Date By Notes Review 20/02/2021 Seymour Jacklin Excerpted from Handcrafted Licence Agreement and created as a draft policy Review 31/05/23 Siri Hodges Handcrafted Complaints Procedure HANDCRAFTED encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice. Complaints can be made for a number of..." |
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| colspan="3" |Handcrafted Complaints Policy and Procedure | |||
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|'''Changes''' | |||
|'''Date''' | |||
Changes | |'''By''' | ||
Date | |'''Notes''' | ||
By | |- | ||
Notes | |Review | ||
Review | |20/02/2021 | ||
20/02/2021 | |Seymour Jacklin | ||
Seymour Jacklin | |Excerpted from Handcrafted Licence Agreement and created as a draft policy | ||
Excerpted from Handcrafted Licence Agreement and created as a draft policy | |- | ||
Review | |Review | ||
31/05/23 | |31/05/23 | ||
Siri Hodges | |Siri Hodges | ||
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= Handcrafted Complaints Procedure = | |||
HANDCRAFTED encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice. | HANDCRAFTED encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice. | ||
Complaints can be made for a number of reasons: | Complaints can be made for a number of reasons: | ||
* Substandard quality of service | |||
* Behaviour of a member of staff | |||
Substandard quality of service | * Poor attitude of a staff member | ||
Behaviour of a member of staff | * Not providing adequate support | ||
Poor attitude of a staff member | |||
Not providing adequate support | |||
Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details. | Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details. | ||
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All complaints, whether formal or informal, are always discussed through the line management structure and are logged. | All complaints, whether formal or informal, are always discussed through the line management structure and are logged. | ||
Contact Details for Complaints: | == Contact Details for Complaints: == | ||
'''Handcrafted Chester-le-Street''' | |||
Paul Baddams | Paul Baddams | ||
143c Front Street | 143c Front Street | ||
Chester-le-Street | Chester-le-Street | ||
DH3 3AU | DH3 3AU | ||
clshub@handcrafted.org.uk | clshub@handcrafted.org.uk | ||
Handcrafted Durham | '''Handcrafted Durham''' | ||
Lorraine Jones | Lorraine Jones | ||
Unit 7 Skillion Business Centre | Unit 7 Skillion Business Centre | ||
Littleburn Industrial Estate | Littleburn Industrial Estate | ||
Langley Moor | Langley Moor | ||
Durham | Durham | ||
DH7 8HG | DH7 8HG | ||
Phone: 0191 378 1562 | Phone: 0191 378 1562 | ||
durhamhub@handcrafted.org.uk | durhamhub@handcrafted.org.uk | ||
Handcrafted Gateshead | '''Handcrafted Gateshead''' | ||
Dan Northover | Dan Northover | ||
The Shakespeare | The Shakespeare | ||
88/96 Fife Street | 88/96 Fife Street | ||
Deckham | Deckham | ||
Gateshead | Gateshead | ||
NE8 3RR | NE8 3RR | ||
Phone: 0191 676 0499 | Phone: 0191 676 0499 | ||
gatesheadhub@handcrafted.org.uk | gatesheadhub@handcrafted.org.uk | ||
Director of Operations | '''Director of Operations''' | ||
John Hinton | John Hinton | ||
Unit 7 Skillion Business Centre | Unit 7 Skillion Business Centre | ||
Littleburn Industrial Estate | Littleburn Industrial Estate | ||
Langley Moor | Langley Moor | ||
Durham | Durham | ||
DH7 8HG | DH7 8HG | ||
john@handcrafted.org.uk | john@handcrafted.org.uk | ||
Revision as of 12:37, 17 December 2024
| Handcrafted Complaints Policy and Procedure | |||
| Changes | Date | By | Notes |
| Review | 20/02/2021 | Seymour Jacklin | Excerpted from Handcrafted Licence Agreement and created as a draft policy |
| Review | 31/05/23 | Siri Hodges | |
Handcrafted Complaints Procedure
HANDCRAFTED encourages clients to comment on the standard and quality of the services received. This information can be used to improve the service and to address bad practice.
Complaints can be made for a number of reasons:
- Substandard quality of service
- Behaviour of a member of staff
- Poor attitude of a staff member
- Not providing adequate support
Confidentiality will be maintained throughout the complaints procedure. Only those staff that need to know about the complaint will have access to details.
Management support will be offered to clients from the outset of a complaint. Access to independent advice or help will assist with overcoming many of the barriers that clients may encounter. This may be from friends, relatives, advice centres or local advocacy group.
Complaints may take the form of a formal letter or email addressed to the Hub Lead or a member of the Handcrafted management team, or they may be made verbally on when an individual states that they wish to make a complaint, which will then be recorded in writing and referred to the line manager at the appropriate level.
All complaints will initially be dealt with by the Manager. The complaint will be acknowledged within 3 days of receipt and will be responded to within 10 days. If the matter can be sorted out quickly and to the satisfaction of the Service User at this stage, it will not be necessary to treat it as a formal complaint.
All complaints, whether formal or informal, are always discussed through the line management structure and are logged.
Contact Details for Complaints:
Handcrafted Chester-le-Street
Paul Baddams
143c Front Street
Chester-le-Street
DH3 3AU
clshub@handcrafted.org.uk
Handcrafted Durham
Lorraine Jones
Unit 7 Skillion Business Centre
Littleburn Industrial Estate
Langley Moor
Durham
DH7 8HG
Phone: 0191 378 1562
durhamhub@handcrafted.org.uk
Handcrafted Gateshead
Dan Northover
The Shakespeare
88/96 Fife Street
Deckham
Gateshead
NE8 3RR
Phone: 0191 676 0499
gatesheadhub@handcrafted.org.uk
Director of Operations
John Hinton
Unit 7 Skillion Business Centre
Littleburn Industrial Estate
Langley Moor
Durham
DH7 8HG
john@handcrafted.org.uk