This policy relates to Threshold service users
A service user is someone who has been referred and accepted into a service and/or allocated a support worker. Where someone has a complaint but is not a service user, we will log the complaint but not investigate it, a note will nevertheless be placed on the log for analysis purposes, and the person will be informed.
Definition
A complaint is an expression of dissatisfaction about the actions or inactions of a worker or about the service provided, that requires a response. A complaint can be made by someone receiving a Threshold service, their representative or a partner agency working with Threshold. Volunteers should also use the complaints policy to raise any concerns about a Threshold employee.
Policy statement
Threshold is committed to providing a quality service for its service users and working in an open and accountable way to build the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our service users and stakeholders, by responding positively and proportionately to complaints, by putting mistakes right and learning from them.
Policy aims
We aim to ensure that:
- A culture exists so that expressing dissatisfaction constructively is something service users feel confident about, and are positively encouraged to do, such that formal complaints are rarely felt necessary
- Making a complaint is as easy as possible, and policies and procedures are well publicised throughout the organisation
- Complainants are reassured that making a complaint will not harm their future relationship with us
- All complaints are treated seriously, as a clear expression of dissatisfaction with our service
- Any complaint that indicates there may be conduct or performance issues should be escalated to Stage 1
- We deal with complaints politely and within agreed timescales laid down in the procedure
- Where complaints are escalated to the formal stages, we will investigate and respond with a written explanation of the outcome
- We learn from complaints and use them to improve our service
- We review our complaints policy every 2 years
Responsibility
It is the responsibility of all staff to support service users in making a complaint, and to attempt to resolve complaints at the earliest possible stage. Dependant on the stage of the complaint it is the responsibility of the relevant worker, Senior Management Team (SMT) member or the Chief Executive to respond either verbally or in writing.
Monitoring
Complaints escalated to the formal stage will be monitored to ensure our publicised timescales for response are adhered to. We will identify repeated areas of concern and common themes that require actions to be taken, producing an annual report that will be presented to the Board.
Whistleblowing versus complaints
When someone blows the whistle they are raising a concern about danger or illegality that affects others (for example residents, members of the public, or their employer). The person blowing the whistle is usually not directly, personally affected by the danger or illegality.Consequently, the whistleblower rarely has a personal interest in the outcome of any investigation into their concern – they are simply trying to alert others. For this reason, the whistleblower is not be expected to prove the malpractice, they are a messenger raising a concern so that others can address it.
This is very different from a complaint or grievance.When someone complains or raises a grievance, they are saying that they have been personally treated poorly. This poor treatment could involve a breach of their individual employment rights or bullying and the complainant is seeking redress or justice for themselves.The person making the complaint therefore has a vested interest in the outcome of the complaint and for this reason, is expected to prove their case.
For these reasons, personal complaints or grievances should use the Grievance Policy.
