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Policies : Complaints procedure The complaint procedure is designed to assist the complainant while also being fair to all those involved. At each stage, every effort will be made to listen to you and to make sure that your complaint is taken seriously. A summary will be written at each stage, especially noting any decision, this will be available to and agreed by all concerned. The Complaints procedure follows broadly five stages. These are:
The number of stages required will depend on the seriousness and complexity of the complaint. The aim is to deal with complaints as soon as possible. Everything spoken or written will be treated in confidence. However, if others are involved it will be necessary to inform them in order to give them the opportunity to put forward their opinion. There are time limits between receiving the results of one stage and following through to the next which must be observed if the complaint is to be pursued successfully. How do I make a complaint Often a feeling of injustice can arise from a misunderstanding. You may be able to reach agreement by talking informally to the person(s) concerned without registering a complaint. It is always worth trying this first. Hillingdon Mind staffs are very approachable. What if I feel unable to discuss the matter with the person(s) concerned? Ask for a private meeting with the relevant Project Co-ordinator or the Director of Hillingdon Mind to discuss your complaint. They are responsible for arranging this meeting within three working days unless otherwise agreed. If the complaint is against the Director please make your complaint to the Chair of Hillingdon Mind. What happens at the meeting? You can choose to bring someone to support you and help you explain your complaint at this and any further meeting. You may be asked questions to clarify the situation. Your complaint will be written down in a form acceptable to you. What happens after the meeting? Further inquiries may be needed and you may be asked to attend further meetings. A decision should be given within five working days, unless otherwise agreed. The Chair of Hillingdon Mind and the Director will be informed that a complaint has been made and the result of the investigation. What if I do not accept the result of the investigation? You or your chosen supporters need to ask the Chair of Hillingdon Mind to investigate your complaint further. You can either speak or write to the Chair. Your request will be noted in writing. Your request must be registered within five working days of receiving the result of the investigation. The Chair will arrange to meet you within ten working days unless otherwise agreed. More meetings may then be arranged to investigate your complaint further. The Chair will reach a decision within ten working days, unless otherwise agreed, and will inform you of the decision and the reasons for it. What if I do not accept the Chairs decision? Inform the Chair that you wish to appeal within five working days of receiving the Chairs decision. The Chair will set up a Special Appeals Panel to discuss your complaint. The panel will consist of three non-staff members of Hillingdon Minds Executive Committee who have not previously been involved in your complaint. The panel will discuss your complaint with you within ten working days of your appeal. They will also hear from anyone else involved. You may question others involved and bring supporting witnesses and evidence. Within three working days the panel will inform you of its decision and its reasons. If I do not accept the outcome of the appeal? You have the right to make a final appeal to: The Director, South East Mind, Kemp House (1st floor), 152-160 City Road, London EC1V 2NP What if my complaint is against Hillingdon Minds Housing Services? You have a right to make a final appeal to: Agency Liaison Manager, Notting Hill Housing Trust, Grove House, 27 Hammersmith Grove, London W6 O5L All tenants of Hillingdon Mind Housing Services will be given a copy of Notting Hill Housing Trust’s Complaints Procedure.
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Registered Company No. 3009554. |