Complaints Policy & Procedure
Trauma Research UK is committed to providing a quality service and working in an open and accountable way. One of the ways in which we can continue to do this is by listening and responding to the views of our service users and members of the public, in particular by responding positively to complaints, and by putting any mistakes right. Therefore we aim to ensure that:
- Making a complaint is as easy as possible.
- We treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response.
- We deal with it promptly and politely.
- We respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or provide information on any action taken etc.
- We learn from complaints. We use them to improve our service and review annually our complaints policy and procedure.
We recognise that many complaints can be avoided if there is informative, continued communication between staff, volunteers and service users. In this case, concerns will be raised informally and dealt with quickly. This formal complaints procedure is intended to ensure that any complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.
Trauma Research Uk’s responsibility will be to:
- Acknowledge the formal complaint in writing.
- Respond within a stated period of time.
- Deal reasonably and sensitively with the complaint, and take action where appropriate.
A complainant’s responsibility is to:
- Bring their complaint, in writing, to Trauma Research UK’s attention within 6 weeks of the issue arising.
- Raise concerns promptly and directly with a member of staff/volunteer at Trauma Research UK.
- Explain the problem as clearly and as fully as possible, including any action taken to date.
- Allow Trauma Research UK a reasonable time to deal with the matter.
- Recognise that some circumstances may be beyond Trauma Research UK’s control.
Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and Trauma Research UK maintain confidentiality. However, the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.
This procedure covers complaints about the services that Trauma Research UK provides to the public, and complaints about the staff and volunteers involved in delivering those services. Written records will be made and kept by Trauma Research UK at each step of the procedure.
Step 1 In the first instance, staff members/volunteers must establish the seriousness of the complaint. An informal approach is appropriate when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed.
Step 2 If the complaint cannot be resolved informally, the complainant should be advised that a formal complaint may be made and the following procedure should be explained to them.
- A formal complaint should be made via email to email@example.com or in writing to Trauma Research UK, Park House, 200 Drake Street, Rochdale, OL16 1PJ and should include the complainant’s name and full contact details.
- Trauma Research UK will acknowledge the complaint in writing within one week of receiving it.
- The complaint will be investigated. This could include interviews with parties involved and review/updating written information.
- The complainant will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible then a letter must be sent explaining why.
- If the complainant is not satisfied with the above decision then Trauma Research UK’s trustees of the board will be convened.
- The trustees will examine the complaint and may wish to carry out further interviews, examine files/notes. They will respond within four weeks in writing. Their decision will be final. All complaints will be submitted to the Board of Trustees on an ongoing basis throughout the year and will be retained on record for a period of 5 years. Trauma Research Uk’s complaints policy and procedure set out above may be changed by the organisation at its absolute discretion at any time