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You can read through this policy and procedure or go directly to
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1.1 Turn2us strives for high standards in service delivery and
welcomes 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 Turn2us Compliments and Complaints
Policy are to:
1.3 Turn2us will ensure that we:
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2.1 A complaint is any expression of dissatisfaction by an
individual, whether justified or not.
2.2 This policy and procedure relates only to complaints
received about Turn2us 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, where possible.
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 Turn2us aims to settle the majority of complaints
quickly and satisfactorily by the member of staff or the relevant
manager who provides the service. The complaint 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 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, PO Box 6983, Cardiff CF15 5DA or use the
Form. Turn2us will explore each of these options with each
individual, but if he/she states a preference for fax then the fax
number 01443 827616 will also be offered.
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 to, or asks to,
submit a written complaint the ‘Written Complaints Form’ will be
sent to them on the same day, 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 sent immediately to the Complaints
3.7 Complaints will be acknowledged within one working day.
The complaints will be fully investigated and a written response
provided to the complainant within 20 working days by the
3.8 The Complaints Register will be updated and any pending
complaints flagged so they are followed up.
3.9 Individuals will be advised that if they are not
satisfied with the response to their complaint, they may appeal
within 14 working days and progress to Stage Two.
3.10 Turn2us Director will appoint a manager to investigate
the matter independently and communicate the outcome and any
action(s) to the complainant in writing within 20 working
days. 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 and any
recommendations/remedies made, such as, staff development and
training, reviewing of policies or appropriate improvement to
Turn2us services. The outcome should not refer to any
individual employees or groups of employees within Turn2us.
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 being
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 and progress to Stage Three.
3.13 The Turn2us Director and/or Chair of Trustees will review
the Stage Two investigation and recommend one of the
following actions, within 20 working days:
3.14 The Turn2us Director is responsible for implementing
the Compliments and Complaints Procedure.
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, Turn2us will hold personal data
about the complainant, which the individual provides and which
other people give in response to investigating the complaint.
Turn2us will hold this data securely 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
by Turn2us. 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 Freedom of Information Act 2000, individuals
have a right to obtain a copy of their personal data. However,
there are exceptions to this right. Turn2us will normally destroy
its compliments and complaints files in a secure manner six years
after the compliment has been made or the complaint closed.
6.1 Compliments and complaints are an important tool which,
alongside data provided by exit surveys, user feedback and focus
groups, will allow Turn2us to learn about the services we provide.
They provide a useful source of information about how individuals
see our services and how we are serving them. To ensure Turn2us can
learn from compliments and complaints, the following data will be
6.2 Compliments and complaints information will be
considered on a regular basis by the Turn2us Management Team and
reported quarterly to the Elizabeth Finn Care Trustee
Board. Wherever possible the data will be used to improve and
develop the service.
Adopted: September 2008
Revised: July 2009
Review date: June 2010
Policy Owner : Turn2us Director
Last updated: 23 April 2012
Turn2us is part of Elizabeth Finn Care, a national charity registered in England and Wales: 207812; and Scotland: SC040987.
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