Complaints Procedure
We want to help you resolve your complaint as quickly as possible.
Contents:
1. Our standards for handling complaints
2. How to complain
3. If you remain dissatisfied
Oak Community Services CIC is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.
We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
A complaint is an expression of dissatisfaction, whether justified or not.
Our policy covers complaints about:
Our complaints policy does not cover:
Our standards for handling complaints
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.
How to complain
You can make a complaint by email or phone.
You can send an email to [email protected]
We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
The stages of the complaints procedure
Stage 1
This is the first opportunity for CCS to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by one of the our Directors. Upon receipt of your complaint we will contact the relevant Director to ask them to deal with your complaint.
Stage 2
If you are dissatisfied with this response you may request a review from the remaining Board of Directors. Your request should be emailed to us at: [email protected], and will be forwarded to the Board for review.
At each stage, please send your complaint or request for review to email address above.
Timescales for handling a complaint
Stage 1 - maximum 10 working days
Extending time limits
We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.
Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.
If you remain dissatisfied
If having followed the 2 stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for the Oak Community Services CIC, this will be dealt with on a case by case basis.
Contact details
Email: [email protected]
Contents:
1. Our standards for handling complaints
2. How to complain
3. If you remain dissatisfied
Oak Community Services CIC is committed to providing a high-quality service to everyone we deal with. In order to do this, we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.
We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
A complaint is an expression of dissatisfaction, whether justified or not.
Our policy covers complaints about:
- the standard of service we provide
- the behaviour of our staff / co-trainers
- any action or lack of action by staff / co trainers affecting an individual or group
Our complaints policy does not cover:
- matters that have already been fully investigated through this complaints procedure
- anonymous complaints
- complaints about access to information where procedures and remedies are set out in legislation, e.g. Freedom of Information Act, Data Protection Act
Our standards for handling complaints
- we treat all complaints seriously, whether they are made by letter or by email
- you will be treated with courtesy and fairness at all times - we would hope, too, that you will be courteous and fair in your dealings with our staff at all times
- we will treat your complaint in confidence within the department
- we will deal with your complaint promptly, acknowledging receipt of a written complaint within 3 working days, and then follow the timescales detailed below.
- if we cannot send a full reply within 20 working days of receipt, we will notify you of the reason why and let you know when we will be able to reply in full
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 1998.
How to complain
You can make a complaint by email or phone.
You can send an email to [email protected]
We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.
The stages of the complaints procedure
Stage 1
This is the first opportunity for CCS to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by one of the our Directors. Upon receipt of your complaint we will contact the relevant Director to ask them to deal with your complaint.
Stage 2
If you are dissatisfied with this response you may request a review from the remaining Board of Directors. Your request should be emailed to us at: [email protected], and will be forwarded to the Board for review.
At each stage, please send your complaint or request for review to email address above.
Timescales for handling a complaint
Stage 1 - maximum 10 working days
- acknowledgement within 3 working days
- full response within 10 working days
- acknowledgement within 3 working days
- full response within 20 working days
Extending time limits
We aim to complete all complaints within the timescales above; however, if a complaint is very complex it may occasionally be necessary to extend the time limit. If this is the case, we will keep the complainant informed of progress with the investigation, the reasons for the delay, and the new deadline.
Following any stage of the procedure, a complainant has a maximum of 28 days from the date of the final response to request that their complaint be progressed to the next stage.
If you remain dissatisfied
If having followed the 2 stages of our complaints procedure you still remain dissatisfied, you can ask to have your complaint reviewed externally by someone who does not work for the Oak Community Services CIC, this will be dealt with on a case by case basis.
Contact details
Email: [email protected]