Complaints Policy & Procedure

Policy Statement
Connecting Carers aims to provide high quality services. Whilst we strive to achieve this at all
times, we recognise there may be occasions when things go wrong. If this happens, we want
you to tell us.

When we make a mistake, we want to learn from it, put things right where possible, and use
the information to improve our services.

We are committed to making our complaints process accessible and will make reasonable
adjustments where required.

This complaints policy and procedure explains how we will handle any complaints made
about Connecting Carers.

Complaints Policy

• A complaint can be made by any individual or organisation who wishes to report
  dissatisfaction about the standards of service, actions or lack of action by Connecting
  Carers, its staff, volunteers or anybody directly involved in the delivery of our work.
• Making a complaint will not affect the support or services you receive from Connecting
  Carers.
• We aim to resolve complaints within 14 working days. Where this is not possible, the
  complainant will receive an update within 14 working days on progress made to date and
  when they can expect to receive the outcome.
• Complainants who have launched a complaint and who are unsatisfied with Connecting
  Carers’ response to that complaint have the right to appeal. The appeals process is
  described in the procedure below.
• Everyone who makes a complaint will be treated with courtesy and respect. In return, we
  ask people raise their concerns in a way that is respectful. We recognise that people may
  express dissatisfaction in different ways, particularly when under stress, and we will take
  individual circumstances and communication needs into account. Should a complainant
  harass staff or volunteers, behave abusively, or pursue complaints in a way that is
  unreasonable or disrespectful, we reserve the right to modify how a complaint is
  managed, in line with our duty of care to staff and volunteers. Any such action will be
  proportionate.
• We will log and monitor all complaints, including those identified as serious, and also the
  outcomes of such complaints. This information will be used internally to support learning
  and service improvement and will not usually be made public.

Complaints Procedure
How to make a complaint
You can make a complaint to Connecting Carers in any of the following ways:

1. In writing to:
   Complaints Officer
   Connecting Carers
   Wells Street Studios
   33 Wells Street
   Inverness
   IV3 5JU
   
2. By email to:
   complaints@connectingcarers.org.uk
   
3. By phone:
   01463 723560

You may be supported by an advocate, Carer, friend, family member or other representative
when making a complaint if you wish.

If your complaint is about the Chief Executive Officer, please write to the Chair of
the Board of Trustees at either the address or email above. If you are unable to write, please
call us and we will arrange another way for you to contact the appropriate person.

The Chair of the Board of Trustees is a volunteer. Our volunteer Trustees balance this role
alongside professional and personal commitments. This may affect response times due to
availability; however, all complaints will be acknowledged and managed in accordance
with this policy.

How we will investigate and respond
Within 14 working days of receiving a complaint, we will send you either:

1. A final response which addresses the complaint; or
2. A response which explains why we are not yet in a position to make a final response,
   giving reasons for the delay and indicating when we expect to be able to provide a
   final response

We will assess your complaint to determine the best way to deal with it and identify the
issues to be investigated. An investigation will be undertaken by a member of the senior
management team who has had no prior involvement in the matters being complained about,
to ensure independence and fairness.

We may need to contact you during this time and will work with you to obtain any further
information needed.

Once the investigation has been completed and the appropriate response and action agreed,
we will respond to the complainant with the following information:

1. A written response describing the details of the complaint
2. Comments addressing each of the issues raised in the complaint
3. An explanation of the investigations undertaken to consider the complaint
4. The findings resulting from the investigation
5. Any improvements made as a result of the complaint

Appeal Process
If you remain dissatisfied with the outcome of the decisions regarding your complaint, you
can appeal the complaint decision.

Appeals to the Chief Executive Officer
If you wish to appeal, you should do so in writing to the Chief Executive Officer of Connecting
Carers (at either the address or email above). If you are unable to write, please call us and we
will arrange another way for you to contact the appropriate person. Your appeal
should briefly set out the nature of the complaint or appeal, the steps already taken, details
of the response received, and why you remain dissatisfied.

The Chief Executive Officer will review all the information held relating to your complaint and
will conduct further investigations if they consider that the initial investigation was
insufficient.

Appeals relating to complaints about the Chief Executive Officer
If your complaint concerns the Chief Executive Officer and you remain dissatisfied with the
outcome, you can appeal the complaint decision. Appeals should be made in writing to the
Chair of the Board of Connecting Carers (using the address or email provided above). If you
are unable to write, please contact us by phone and we will arrange an alternative way for
you to communicate your appeal. Your appeal should briefly outline the nature of your
complaint, the steps already taken, the response received, and the reasons why you remain
dissatisfied.

The Chair of the Board will review all information relating to your complaint and may
undertake further investigations if it is considered that the initial investigation was
insufficient. Once the review is complete, you will be notified of the decision.
Once the internal review is complete, you will be informed of the decision.

If you remain dissatisfied, you have the right to make a complaint to the Scottish Public
Services Ombudsman (SPSO) Bridgeside House, 99 McDonald Road, Edinburgh, EH7 4NS or
via their website www.spso.org.uk, after exhausting our internal formal complaints
procedure.