Choice Complaints Policy & Procedure

Overview

 

Choice seeks to offer the best possible service to its clients at all times. We acknowledge that problems can arise; there may be times when a client is unhappy with the service provided and will want to point out their concerns.
 

• In order to maintain standards within Choice, we encourage the reporting of any concerns.
• We hope that most problems can be sorted out easily and quickly, often at the time they arise and with the person concerned.
• If a problem cannot be resolved at the time in this way and the client wishes to make a complaint, Choice needs to be informed as soon as possible, ideally within a matter of days or at most a few weeks. This will enable Choice to establish the details of the complaint more easily.
• If it not possible to do that, Choice needs to have the detail of the complaint within 12 months of the event concerned.

How to Complain

 

• We at Choice hope that you are able to share your concerns with your advisor at the time.
• The advisor will try to resolve the issue with you.
• If the issue still needs to be resolved then you will need to write to the Centre Manager detailing your concerns using our complaints form can be found here (the form can be printed, downloaded or completed using the 'Open with Google docs' option from this link)
• Please email your completed form to choicenorthherts@gmail.com
  or deliver / post to

You will need to give your full name, address and contact details together with a full summary of the complaint or issue.
If you do not give full contact details, the complaint cannot be fully investigated. The incident will however be reported to the Centre Manager who will record the information for future reference.
 

What Will Happen Next?

 

1. The Centre Manager will acknowledge receipt within 5 working days of the written complaint being received using the contact details that you have provided.
2. The complaint will be investigated and a report will be made to the Board of Trustees and you within 15 working days
3. You will be offered an opportunity to discuss the problem with the Centre Manager.
4. You will be offered the opportunity to discuss the matter with the person concerned.
5. The Centre Manager will let the Management Team (which includes at least one trustee) know about the situation, and a decision will be made as to how to proceed.
6. If it is appropriate an apology will be given.
7. If improvements need to be made, this information will be forwarded to the Management Team and Trustees and acted upon.
8. Where appropriate we will report back to you about the action taken as soon as possible and endeavour to conclude all stages of the process within 30 working days of the receipt of the written complaint.
9. If you remain dissatisfied, the Centre Manager will take the complaint to the Chair of Trustees and report to you about the action taken.
10. The Trustees may decide to ask advice from the Pregnancy Centres Network, if the issue is unresolved.
11. If you remain dissatisfied, the complaint can be escalated to the Charities Commission (www.gov.uk/government/organisations/charity-commission)or other appropriate body.