A complaint may be made in many ways; orally, in writing or electronically. Any member of staff receiving a complaint should notify the Complaints Team of this as soon as possible.
If the complaint is received at the local office the local manager should refer to the Complaints Team to acknowledge.
On receipt of a complaint the Complaints Team will record it on the complaints database and acknowledge the complaint. The Complaints Team will assess the complaint to identify who is best-placed to investigate and respond. If further information is required in order to progress the complaint, the Complaints Team will contact the customer directly to request this, along with clarifying the outcomes they are seeking, if this remains unclear.
At the time of referral, or as soon as possible, the Complaints Team will discuss with the investigating manager the complaint action plan. If a clear plan with a realistic outcome can be agreed from the start the issue is more likely to be resolved satisfactorily. The plan should include:
- the specific issues that the complainant would like addressed
- the outcomes that the complainant would like achieved
- the manner in which the complaint is to be handled. For example, a face-to-face interview formal investigation or mediation
- the timescale in which the investigation is likely to be completed and a response to be sent
- when referring a complaint to the investigating manager, the Complaints Team may suggest a telephone call from the Service to the complainant as part of the investigation
If the complainant declines the offer of this discussion the Complaints Team will:
- determine a response timescale
- write to the complainant advising them of the timescale
Following discussion with the complainant, the Complaints Team or investigating manager will write to the complainant outlining the issues discussed and the proposed action to be taken.
This should include details of how it is proposed to investigate the complaint, for example, through meeting with staff involved, mediation, or independent investigation.
It is acknowledged that the complainant may not always agree with the Action Plan and in these instances the Complaints Team will aim to negotiate a resolution that the complainant is satisfied with, if this does not prove possible the Complaints Team should exercise discretion and the complainant should be informed in writing of the rational for the suggested complaints plan.
The complaints plan should also record the complainants desired outcomes.
However, these must be realistic and achievable. It should be explained to the complainant that they may not be able to achieve their desired outcome through the complaints process.