- Complaint Policy
Workspace Health is committed to providing a quality service and achieving the highest standards. One of the ways we can continue to improve our service is by listening and responding to the views of our service users, members of the public or others who may want to comment. Therefore, we aim to ensure that:
- Making a Complaint is as Easy and Transparent as Possible
- We Deal with Complaints Appropriatley and Within the Agreed Timeframe
- We Respond in the Right Way
We have the right to refuse to accept a complaint where the complaint is clearly malicious or motivated by homophobic or other dicriminatory attitudes, or where the complaint threatens or abuses Workspace Health staff.
The procedure covers complaints about the services that the organisation provides to the public, and complaints about the staff involved in delivering those services. Complaints regarding discrimination will also be investigated under this complaints procedure. Assistance, where possible, will be offered to all parties in a complaint procedure to ensure equality of representation.
All complaints will be kept confidential to the parties concerned unless a concern is raised in relation to a safeguarding matter or in relation to serious criminality in which case we reserve the right to escalate the matter to relevant authorities. However, the complaint will normally be made known to the Managing Director of Workspace Health, Stuart Nottingham.
Wherever possible we will try to respond and resolve the situation at an informal level. The matter will go no further unless the injured party is still dissatisfied, at which point the formal process will then begin.
Formal complaints should be emailed to firstname.lastname@example.org or call 01905 700 401.
Complaints regarding individuals, or where a formal follow-up is required, must:
- Be in Writing or via an Advocacy Service
- Be from an Identified Complainant
- Include the Complainant’s Name and Contact Details
We acknowledge that in certain instances a complainant may wish to remain anonymous. In such incidences we will review the nature of the complaint and decide on follow up action if deemed necessary.
We aim where possible to address complaints promptly. All complaints received will be given an ID number and logged onto the Workspace Health Complaints Register.
We will acknowledge all complaints in writing within 7-working days from when the complaint is received.
Our Managing Director will review the complaint to consider whether further investigations need to be carried out and will determine who is appropriate to lead on the complaint. When investigating complaints Stuart Nottingham will ensure that the complaint is fully understood – this may require meeting with or talking to the complainant, there is an understanding of the response of staff or situation in which the prolem arose. When interviewing complainants or staff, they should be offered the oppurtunity to bring someone with them.
As a result of any investigation actions may include:
- Specific Improvements to Service
- Bringing Together Parties to Mediate the Dispute
- Recommendations on Staff Training
In most cases we aim to provide a full response within 7-working days. However, if this is not possible because, for example, a detailed investigation is required, we will provide an interim reply explaining what is being done to deal with the complaint and providing a revised timetable. A full response will be then sent in writing within 14-working days. In some cases the complainant may have expressed a preference for a telephone discussion regarding the outcome. However, this will always be followed up by a written response so that both parties have a written record of the outcome.
In cases where the complainant is dissatisfied with the response they have received they are entitled to appeal the decision within 7-days of receiving the response to email@example.com
Appeals will be responded to within 14 working days in writing. In all incidences complaints will be recorded on the Workspace Health Internal Complaints Register.
Complaints should be made within 6-months of the event or within 6-months of the complainant becoming aware of cause to complain, subject to an overall limit of 12-months from the event. Exceptions to this rule may be made by the Managing Director, and taking into account reasons for the delay and the practicability of investigating the matter.