Complaints Procedures

Policy

The primary purpose of this complaints procedure is to enable Staff to air any concerns that they may have about practices, policies or treatment from other individuals at work or from the Company, and to produce a speedy resolution where genuine problems exist. It is designed to help all employees to take the appropriate action, when they are experiencing difficulties, in an atmosphere of trust and collaboration.

Although it may not be possible to solve all problems to everyone's complete satisfaction, this policy forms an undertaking by the Company that it will deal objectively and constructively with all employee complaints, and that anyone who decides to use the procedure may do so with the confidence that their problem will be dealt with fairly.

This complaints procedure is not a substitute for good day-to-day communication in the Company where we encourage employees to discuss and resolve daily working issues in a supportive atmosphere. Many problems can be solved on an informal footing very satisfactorily if all employees are prepared to keep the channels of communication between themselves open and working well. This procedure is designed to deal with those issues that need to be approached on a more formal basis so that every route to a satisfactory solution can be explored and so that any decisions reached are binding and long lasting.

Procedure

Stage 1

  • In the event of your having a formal complaint relating to your employment you should, in the first instance, put your complaint in writing and address it to the Registered manager. Where your complaint is against your Registered manager, your complaint should be addressed to an alternative manager. A manager (who may not be the manager to whom your complaint was addressed) will then invite you to attend a complaint meeting to discuss your complaint and you have the right to be accompanied at this meeting by a trade union official or a fellow employee of your choice.
  • Every effort will be made to convene the meeting at a time which is convenient for you and your companion to attend. If this means that the meeting cannot be held within a reasonable period (usually within five working days of the original date set), we ask that you make arrangements with another companion who is available to attend. You must take all reasonable steps to attend the complaint meeting.
  • Following the meeting, the Company will endeavour to respond to your complaint as soon as possible and, in any case, within five working days of the meeting. If it is not possible to respond within this time period, you will be given an explanation for the delay and be told when a response can be expected. You will be informed in writing of the Company's decision on the complaint and notified of your right to appeal against that decision if you are not satisfied with it.

Stage 3

  • In the event that you feel your complaint has not been satisfactorily resolved, you may then appeal in writing within five working days of the complaint decision.
  • On receipt of your appeal letter, a more senior manager (who again may not be the person to whom your appeal was addressed) shall make arrangements to hear your complaint at an appeal meeting and at this meeting you may again if you wish, be accompanied by a trade union official or a fellow employee of your choice. You must take all reasonable steps to attend the complaint appeal meeting.
  • Following the meeting, the senior manager will endeavour to respond to your complaint as soon as possible and, in any case, within five working days of the appeal meeting. If it is not possible to respond within this time period, you will be given an explanation for the delay and be told when a response can be expected. You will be informed in writing of the Company's decision on your complaint appeal.

This is the final stage of the complaint procedure and the Company's decision shall be final.

Former employees

Ex-employees may also raise complaints after their employment has ended. In this case, the complaint procedure set out above will continue to apply, unless both parties agree in writing that a modified form of complaint procedure will apply instead. Under the modified complaint procedure, you must set out the details of your complaint in writing and the Company will then formally respond in writing without the need for a complaint meeting and without a right of appeal.

If your complaint relates to your dissatisfaction with a dismissal decision, you should not invoke the complaint procedure but should instead appeal against that decision in accordance with the appeal procedure with which you will have been provided.

The company believes that, wherever possible, complaints are best dealt with on a local level between the complainant and the Registered manager, who can be contacted at:

  • Unit 11 Wainwright Close

    Churchfields Industrial Estate

    St Leonards On Sea

    East Sussex

    TN38 9PP

    Telephone: 01424 850033

If a local process does not satisfy either of the parties, the case should be referred to the Hastings & Rother Community Learning Disability Team, which can be contacted at:

  • Hastings & Rother C.L.D Team 1st Floor,

    Pinehill N0 185 The Ridge

    Hastings

    East Sussex

    TN34 2AE

    Tel: (01424) 724900

    Fax: (01424) 724901