1.1 We strive for high standards in service delivery and
welcome feedback from individuals, intermediaries, charities and
anyone who works with us, on all aspects of our services. Such
feedback is invaluable in helping us evaluate and improve our
1.2 The objectives of the Compliments and Complaints Policy
1.3 We will ensure that we:
2.1 A complaint is any expression of dissatisfaction by an
individual, whether justified or not.
2.1.1 This policy and procedure relates only to complaints
received about Turn2us and Elizabeth Finn Care and its services.
Individuals who make complaints about partner organisations will be
notified in writing within one working day of receipt of the
complaint that they need to complain to the organisation they have
the complaint with, and will be provided with contact details,
Any verbal or written compliments will be recorded by the member
of staff receiving the compliment and be passed to the appropriate
manager for recording on the Compliments Register. Any member
of staff identified as being the subject or contributing to any
matter giving rise to the compliment will be notified within three
working days. Feedback on compliments will be shared with
employees at appropriate timings.
There are 3 stages to the complaints procedure:
3.3 We aim to settle issues quickly and satisfactorily by
the member of staff or the relevant manager who provides the
service. It may be resolved quickly by way of an apology, by
providing the service required or by providing an acceptable
explanation to the individual.
3.4 Individuals wishing to make a formal complaint should
contact the person who provided the service, or their manager.
Alternatively they can contact Turn2us by emailing firstname.lastname@example.org or writing to:
Turn2us, 200 Shepherds Bush Road, London W6 7NL.
3.5 If the individual prefers to make a verbal complaint
then the person receiving the call will enter details on the
‘Verbal Complaints Form’. If the person is willing, or asks, to
submit a written complaint, the ‘Written Complaints Form’ will be
sent to them on the day of their call or the individual can
download a copy of the form from the website.
3.6 On receipt, each complaint will be allocated a unique
reference number and logged on the Complaints Register. Details of
the complaint will be emailed immediately to the Complaints
3.7 Complaints will be acknowledged within one working day
of receipt. The complaints will be fully investigated and a written
response, either hard copy or email, provided to the complainant by
the investigator within 20 working days of receipt. In
exceptional circumstances where this deadline is not able to be
met, the complainant will be advised of the reasons for this and
notified of a revised date for response.
3.8 The Complaints Register will be updated by the
Complaints Investigator and any pending complaints flagged so they
are followed up by the relevant manager.
3.9 Individuals will be advised that if they are not
satisfied with the response to their complaint, they may appeal to
the Turn2us Director within 14 working days and progress to Stage
3.10 The Departmental Director will appoint a manager to
investigate the matter independently. This person may need to
contact the complainant to clarify the issues, conduct the
investigation and explore resolution. The complainant will receive
written confirmation of the outcome of any investigation within 20
working days of receipt of the appeal together with any
recommendations/remedies made, such as, staff development and
training, reviewing of policies or appropriate improvement to our
services. The outcome should not refer to any individual
employees or groups of employees.
3.11 Occasionally, investigations may take longer,
particularly if the complaint is complex.
Should this be the case a holding letter will be sent after 20
working days and a final date given for a conclusion to be
3.12 If an individual remains dissatisfied with the outcome
from Stage Two they can request an Independent Review within 14
working days of the date of the outcome letter and progress to
3.13 The Departmental Director
will review the Stage Two investigation and recommend one of
the following actions, within 20 working days:
4.1. Compliments and complaints received anonymously will
be recorded and considered, but action may be limited if further
information is required to ensure a full and fair
5.1 To process a complaint, we will hold personal data
about the complainant, which the individual provides and which
other people give in response to investigating the complaint. We
will hold this data securely in accordance with the Data Protection
Act 1998 and only use it to help address the complaint. The
identity of the person making the complaint will only be made known
to those who need to consider the complaint and will not be
revealed to other people or made public. However, it may not be
possible to preserve confidentiality in some circumstances, for
example, where relevant legislation applies or allegations are made
which involve the conduct of third parties.
5.2 Under the Data Protection Act 1998, individuals have a
right to obtain a copy of their personal data. However, there are
exceptions to this right. We will normally destroy
compliments and complaints files in a secure manner six years after
the compliment has been made or the complaint closed.
Compliments and complaints are an important
tool which, alongside data provided by exit surveys, user feedback
and focus groups, will allow us to learn more about the services we
provide. They offer a useful source of information about how
individuals see our services and how we are serving them. To ensure
we can learn from compliments and complaints, the following data
will be collected:
6.2 Compliments and complaints information will be
considered on a quarterly basis by the Turn2us Management Team and
the Elizabeth Finn Care Board of Trustees. Wherever possible
the data will be used to improve and develop the service.
Compliments and Complaints Policy PDF version (PDF file size
Compliments and Complaints form (PDF file size 160kb)
Flow Chart (PDF file size 29kb)
Adopted: September 2008
Last reviewed and updated: April 2014
Next review date: April 2015
Policy Owner: Turn2us Director.
The following related policies should be read in conjunction
with this policy:
Turn2us is part of Elizabeth Finn Care, a national charity registered in England and Wales: 207812; and Scotland: SC040987.
Hosted and supported by Positive Technology
Visit the Elizabeth Finn Care website