Urchinwood Manor views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
- To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
- To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
- To make sure everyone knows what to do if a complaint is received.
- To make sure all complaints are investigated fairly and in a timely way
- To make sure that complaints are, wherever possible, resolved and that relationships are repaired
- To gather information which helps us to improve what we do
Where Complaints Come From
Complaints may come from any person or organisation who has a legitimate interest. A complaint can be received verbally, by phone, by email or in writing. This policy does not cover complaints from staff, who should use the Discipline and Grievance procedure.
Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Responsibility
Overall responsibility for this policy and its implementation lies with the Business Owners.
Complaints Procedure
Complaints should first be made verbally, and if no satisfactory outcome, then they can be escalated to a written complaint.
- Verbal complaints may be made by phone to 01934 833248 or in person to any of Staff.
- Written complaints may be sent Mrs S Hall, Urchinwood Manor, Congresbury, BS49 5AP or by e-mail at enquiries@urchinwoodmanor.co.uk
Receiving Complaints
Complaints may arrive through channels publicised for that purpose or through any other contact details or opportunities the complainant may have. Complaints received by telephone or in person need to be recorded. The person who receives a phone or in person complaint should:
- Write down the facts of the complaint
- Take the complainant’s name, address and telephone number
- Tell the complainant that we have a complaints procedure
- Tell the complainant what will happen next and how long it will take
- Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words.
Stage One (Verbal)
We will endeavour to resolve these during the conversation, however if consultation is required by those concerned, we will give an indication of time for our response. Ideally complainants should receive a definitive reply within four weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Stage Two (Written)
If the complainant feels that the problem has not been satisfactorily resolved at Stage One, they can request that the complaint is reviewed Business Owner Level. This should be acknowledged within a week of receiving it. If the complaint relates to a specific person, they should be informed and given a further opportunity to respond.
The person who dealt with the original complaint at Stage One should be kept informed of what is happening.
Ideally complainants should receive a definitive reply within two weeks. If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.