COMPLAINTS POLICY
We wish to know about any concerns you may have with any aspect of seescape, the conduct of our staff, or our facilities. Our aim is to resolve any problems or concerns you may have informally. There are two stages to a complaint.
Stage one – frontline resolution – We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.
Stage two – investigation – Stage 2 deals with two types of complaint:
- Those that have not been resolved at Stage 1
- Those that are complex and require detailed investigation
When using Stage 2 we will:
- Acknowledge receipt of your complaint within three working days
- Discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
- Give you a full response to the complaint as soon as possible and within 20 working days
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
All complaints are taken seriously, are dealt with impartially and in confidence. For ease, we have provided a flow chart and notes to explain our complaints handling system. Full contact details are available at the end of our Complaints procedure.
Needing help to make a complaint? We can accept a complaint made on your behalf so long as you have given the representative consent to complain on your behalf. This could be a relative, friend or advocate.
COMPLAINTS WORK FLOW
Workflow Notes
- Complaint received and acknowledged by the Complaints Officer
- Was the complaint resolved? If Yes, the outcome was achieved, if No an investigation will be initiated.
- If an investigation is initiated, is the complaint in relation to NHS Fife or Fife Council funded services? If Yes contact Fife Direct or NHS Fife, if No contact the Chairman of the FSB Board of Trustees to achieve satisfactory outcome.
COMPLAINTS PROCEDURE
seescape is committed to providing high-quality services. We value complaints and use information from them to help us improve our services.
If something goes wrong or you are dissatisfied with our services, please tell us. This leaflet describes our complaints procedure and how to make a complaint.
When a request is made, you will be given a copy of seescape‘s complaints procedure in your preferred format.
What is a complaint?
We regard a complaint as any expression of dissatisfaction about our action or lack of action, or about the standard of service provided by us.
What can I complain about?
You can complain about things like:
- Delays in responding to your enquiries and requests
- Failure to provide a service
- Our standard of service
- Treatment by or attitude of a member of staff.
- Our failure to follow proper procedure
Your complaint may involve more than one of our services or be about someone working on our behalf.
How do I make a complaint?
- In Person:at seescape reception asking to speak to any manager
- By Phone: 01592 644979
- By email: info@seescape.org.uk
What happens when I have complained?
We will always tell you who is dealing with your complaint.
Our complaints procedure has two stages:
Stage one – frontline resolution
We aim to resolve complaints quickly and close to where we provided the service. This could mean an on-the-spot apology and explanation if something has clearly gone wrong and immediate action to resolve the problem.
We will give you our decision at Stage 1 in five working days or less, unless there are exceptional circumstances.
If we can’t resolve your complaint at this stage, we will explain why and tell you what you can do next. We might suggest that you take your complaint to Stage 2. You may choose to do this immediately or sometime after you get our initial decision.
Stage two – investigation
Stage 2 deals with two types of complaint:
- Those that have not been resolved at Stage 1
- Those that are complex and require detailed investigation
When using Stage 2 we will:
- Acknowledge receipt of your complaint within three working days
- Discuss your complaint with you to understand why you remain dissatisfied and what outcome you are looking for
- Give you a full response to the complaint as soon as possible and within 20 working days
If our investigation will take longer than 20 working days, we will tell you. We will agree revised time limits with you and keep you updated on progress.
If the complaint is about activities seescape undertakes on behalf of a Statutory Body, they will be informed that a complaint has been made and subsequently the outcome of the investigation.
If the complaint is in connection with a member or members of staff then this may need to be investigated under seescape‘s disciplinary procedures.
A separate file will be kept for complaint records.
Under Fife Council’s and NHS Fife’s funding requirements a record of formal Complaints will be submitted to the relevant Body on a quarterly basis.
What happens if I am still dissatisfied?
After we have fully investigated, if you are still dissatisfied with our decisions or the way we dealt with your complaint you can do the following:-
- If the complaint is about activities seescape undertakes on a statutory basis, information about Fife Council’s or NHS Fife’s complaints procedure will be provided for you.
- If the complaint is about seescape‘s voluntary activities, the chairman of the Board will appoint three directors to investigate the complaint on behalf of the Board.
Fife Council:
Contact Fife Council online: – www.fifedirect.org.uk
By Post: – New City House, 1 Edgar Street, Dunfermline, Fife. KY12 7EP
NHS Fife
Online – : patientrelations.fife@nhs.net
By Phone: – Telephone 01592 648153 Ext: 28153 for assistance.
By post: – Patient Relation Department
Fife NHS Board
Room 104 Hayfield House
Hayfield Road
Kirkcaldy
KY2 5AH
seescape Board of Trustees: – Jacqui Low, Chairman of the Board
Email: – info@seescape.org.uk