Complaints Policy

1. Introduction

We aim to ensure that everybody within Angus Carers Centre understands what it expected of them and has the knowledge, displays the behaviours and demonstrates the values to carry out their roles to the best of their ability and potential, keeping the people we support safe at all times.

Angus Carers Centre’s staff and volunteers will encourage discussion and action on issues raised by unpaid carers, or others, before they develop into problems and complaints. However, if issues arise, unpaid carers should feel enabled to bring their concerns to the notice of staff or leadership without concern.

This policy and procedure may also be used by other professionals or members of the public seeking to make a complaint about Angus Carers Centre and our services.

Angus Carers Centre is growing into a learning organisation, and we welcome compliments and comments for improvement from people involved with the organisation.

Most complaints can be resolved informally in discussion (stage one). However, we recognise that some people may not feel able to discuss their complaint with staff or may feel doing so has not improved matters. Therefore, Angus Carers Centre has a formal Complaints Procedure.

Complaints will always be dealt with in the strictest confidence. If others need to be informed, the person making the complaint will be informed. Where external mediation might be of help, support can be offered by identifying relevant agencies.

Complaints should be dealt with informally within three weeks. If it is likely to take longer, the person making the complaint will be kept informed.

All complaints should be recorded, with details of findings, action and outcome. Angus Carers Centre will monitor and collect information on all complaints received by the organisation.

Complaint about a member of the team should be sent directly to the team’s manager. Details of all managers can be found on Angus Carers Centre’s website.

A complaint about a member of the Leadership Team should be sent directly to the CEO Maciej Alexander. Write to:

CEO
Angus Carers Centre
8 Grant Road
Arbroath
DD11 1JN
And make the envelope ‘confidential’

A complaint about the Chief Executive Officer should be sent directly to the Chairperson of Angus Carers Centre’s Board of Directors. Write to

Chairperson
Angus Carers Centre
8 Grant Road
Arbroath
DD11 1JN
And make the envelope ‘confidential’

2. Scope

This policy applies to unpaid carers who want to make a complaint.

The policy also applies to all others, including representatives of any external body or members of the public.

3. Procedure

This policy applies to unpaid carers who want to make a complaint.

The policy also applies to all others, including representatives of any external body or members of the public.

Stage 1 (informal complaint)

If you have a concern of any nature about Angus Carers Centre, we want you to feel safe and able to talk about it to a member of our team, who will try to solve your complaint informally. This helps us to understand your concern and address it as quickly as possible. A note of the concern and the solution will be kept.

Stage 2 (formal complaint – Leadership level)

If talking to a member of our team, does not help, or if you feel more comfortable talking with someone else, you can ask to meet with a member of the Leadership Team (details are found on our website). They will contact you, listen to your concern, and try to help you sort out the complaint. A note of the concern and the solution will be kept. This process should take no more than three weeks.

Stage 3 (formal complaint – CEO level)

If the previous discussions do not help and you are still not satisfied, you can make a formal complaint by writing to CEO of Angus Carers Centre.

On receiving your letter, the CEO will write to you within seven days explaining the process to follow. They will arrange for an investigation into your complaint. The CEO will then let you know in writing the outcome of the investigation no later than four weeks from the date of receiving your complaint.

4. Approach for Staff and Volunteers Subject to Complaints

Angus Carers Centre will take all complaints seriously and will investigate them in a robust and transparent manner, ensuring that all staff and volunteers are fully supported through the process.

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