Home-Start Clackmannanshire is committed to developing the quality of its services. The Complaints Procedure enables referrers, other stakeholders (e.g. volunteers) and families being supported by Home-Start Clackmannanshire to make complaints about the service and to have their complaints considered.
A complaint, in the context of the Procedure, means: ‘the expression of dissatisfaction with the service provided and the wish to have that dissatisfaction recorded and/or considered for improvement of the service and for the removal of dissatisfaction’.
Who this procedure does not relate to:
Responsibility of staff and volunteers
Home-Start Clackmannanshire staff and volunteers need to be sensitive and helpful to the complainant, and those acting on their behalf, who express a concern. This is part of Home-Start Clackmannanshire’s commitment to a high quality service. Staff should give information about the Complaints Procedure and help complainants to understand and use it.
Staff and volunteers must advise anyone who feels that they may have been subject to any discrimination that they also have the right to use the provisions of the Equality Act 2010. There should be no delay in giving this information since there is a three month time limit for making a submission for a claim under the Act. However, it is up to the person concerned to decide whether to use that process and it is advisable for them to take specialist advice before proceeding.
The senior worker is responsible for ensuring the smooth working of the Complaints Procedure.
If a complaint is related to the Senior Manager, a designated trustees will be the main point of contact until after an investigation is complete.
We review this policy annually to ensure it is up to date and effective.
