Complaints Policy
At Handcrafted, we are committed to continually improving the quality of our services and ensuring that every individual we support receives the best possible experience. We welcome feedback and take all complaints seriously, viewing them as valuable opportunities to learn and enhance our work.
This policy outlines the process for raising complaints, ensuring they are handled fairly, transparently, and in a timely manner. Confidentiality will be maintained throughout, and appropriate support will be provided to those making a complaint.
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 Ethos and Values Steering Group |
|---|---|
| Last review and approval | 31/05/2023 |
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:
| Location | Contact Person | Address | Phone | |
|---|---|---|---|---|
| Handcrafted Chester-le-Street | Paul Baddams | 143c Front Street, Chester-le-Street, DH3 3AU | N/A | clshub@handcrafted.org.uk |
| Handcrafted Durham | Lorraine Jones | Unit 7 Skillion Business Centre, Littleburn Industrial Estate, Langley Moor, Durham, DH7 8HG | 0191 378 1562 | durhamhub@handcrafted.org.uk |
| Handcrafted Gateshead | Neil Toomey | The Shakespeare, 88/96 Fife Street, Deckham, Gateshead, NE8 3RR | 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 | N/A | john@handcrafted.org.uk |