Complaints Policy

This policy will be reviewed as required and at least annually by the group or individual responsible for review and authorised by the Trustees as below:

Group or individual responsible for review	The Human Resources and Wellbeing Steering Group
Last review and approval

For historical reviews please see Complaints Policy - Historical Reviews

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