THE SLEEP BETTER COMMUNITY CIC
COMPLAINTS POLICY AND PROCEDURES
Complaints Policy
Introduction
This document sets out The Sleep Better Community CIC (TSBC) complaints policy and procedures and is aimed aT the participants and all interested parties who encounter a direct or indirect service from The Sleep Better Community CIC.
The Sleep Better Community CIC values our those who undertake any of our services. A complaint is an expression of dissatisfaction, either written or spoken. A complaint can be made by an individual or a group. You may wish to complain if you are not satisfied with the way you have been treated, the service you have received from The Sleep Better Community CIC or a program facilitator.
Therefore, it is important should you feel that you have encountered a level of service that is below both yours and our expectations that you raise any concerns you may have with us immediately so that we may address them and learn lessons appropriate to improving service level expectations.
Scope
This policy covers complaints that members of the public may wish to make in relation to the service provided by The Sleep Better Community CIC.
It is not to be used to cover enquiries about services offered by The Sleep Better Community CIC.
If you are unhappy about the way a service was delivered or conducted and you suspect malpractice and/or maladministration may have occurred, you should send your concern to us.
We advise that our staff and participants involved in the management and quality assurance of the regulated qualifications are aware of the contents of this policy and their individual responsibilities in relation to this.
How should I complain?
Stage 1
All of The Sleep Better Community CIC staff are trained to support our customers and are all keen to help, so you should first try to sort out any problem at the earliest opportunity by speaking to the person who dealt with, or is the cause of your issue/complaint.
Stage 2
If the member of staff member cannot help, or if you wish to speak to someone else regarding the problem, please contact our office on [email protected]
we will email you acknowledging receipt of your complaint within 5 working days and will respond within a proposed solution/outcome within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the rationale and the expected timescale for the response to be provided.
Stage 3
If stage 2 is not possible, or if you are not satisfied with the outcome provided by this member of staff, please send written confirmation of your complaint detailing all aspects (including any evidence and communications already received) to [email protected]
which must be received within 20 working days of the outcome given at stage 2 of the complaints procedure. You will receive an acknowledging receipt of your complaint within 5 working days and will respond within a proposed solution/outcome within 20 working days. Where it is not possible to offer a solution within 20 working days you will be notified of the rationale and the expected timescale for the response to be provided.
If at the outcome of Stage 3 and only where you have fully exhausted the complaints and appeals processes at the Centre and are still unhappy with the outcome, we will assist in directing you the the insurance providers either for the Centre, place of service delivery, the individual facilitator or the Sleep Better Community CIC, which ever is relevant to your complaint.
Confidentiality and whistle blowing
Sometimes a complainant may wish to remain anonymous, however, it is always preferable to reveal your identity and contact details to support a comprehensive review/investigation. If you are concerned about possible adverse consequences, please inform us that you do not wish to divulge your identity.
What happens if my complaint is upheld?
If any part of your complaint is upheld we will of course respond to the complainant accordingly and give due consideration as to how we can improve our service and arrangements. For example, reviewing our procedures and actions to evaluate the need/impact of any required changes to our existing arrangements and assessment processes (if relevant), or the need for additional staff training.
In extreme circumstances, internal disciplinary procedures may be exercised where the performance or behaviour of a staff member or self-employed facilitator is deemed inappropriate.
In situations where a complaint has been successful, or where an investigation following notification from TSBC indicates a failure in our processes, TSBC will give due consideration to the outcome and will, as appropriate, take actions in accordance such as:
- identify any other learner, who has been affected by that failure
- correct, or where it cannot be corrected, mitigate as far as possible the effect of the failure
- ensure that the failure does not recur in the future
- compensate the learner if the centre is found it has compromised its own terms and conditions that form part of the contract between us and the learner in question
Thank you for your contribution and commitment to making our policy work.
Contact us
If you have any queries about the contents of this policy, please contact our office at
THE SLEEP BTTER COMMUNITY CIC
COMPLAINT FORM
Your Name:
Your Email Address/Phone Number:
Details of complaint:
Actions taken to resolve complaint so far (if applicable)
The outcome sought to resolve the problem
Any attached evidence
Signature and date
