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Complaints Procedure

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Complaints Policy and Procedure 2018 V1

The charity is committed to providing a quality service for the carer’s we support and working in an open and accountable way that builds the trust and respect of all our stakeholders. The charity always aim to provide its services efficiently and to as high a standard as possible. We positively encourage the active participation of local communities in the development and sustainability of the services on offer and we believe that through this approach, on-going dialogue is created which reduces the potential for formal complaints. We value openness and honesty and opinions, comments and/or suggestions, from carers’ which could help us to improve services, are always very welcome. Sometimes however, we may get things wrong and you have the right to make a complaint.

The following procedure explains how you can complain if:

You were not treated courteously or efficiently by a member of staff and/or registered volunteer;

We fail to do something we said we would do;

You feel we have done something wrong which deserves looking into.

1 In the first instance, if you are unable to resolve the issue informally, you should write to the Head of Services, to provide them with an opportunity to respond and put things right. If your complaint concerns a Trustee of Carers’ Support, rather than a member of Carers’ Support staff, you should write formally to the Chair of the Board. In your letter you should set out the details of your complaint, the consequences for you as a result, and the remedy you are seeking.
You can expect your complaint to be acknowledged within 5 working days of receipt. You should get a response and an explanation within 15 working days.

Our contact details can be found below.

2
If you are not satisfied with the initial response to the complaint, then you can write to Carers’ Support Chief Executive and ask for your complaint and the response to be reviewed. You can expect the Chief Executive to acknowledge your request within 5 working days of receipt and a response within 15 workings days.
Carers’ Support aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.
3
If you are not satisfied with the subsequent reply from Carers’ Support Chief Executive, then you have the option of writing to the Chair of the Carers’ Support (Trustees), stating the reason why you are dissatisfied with the outcome. Our contact details can be found on the Contact Us part of the Carers’ Support Website. You must do this within 10 days of receiving the written response from Carers’ Support Chief Executive.
The Chair of Carers’ Support Trustees(or their nominee) will respond normally within 10 working days to inform you of the action which will be taken to investigate your complaint, and when you can expect to hear the outcome of the investigation.
Note. If your original complaint was against the Chair of Carers’ Support Trustees, then the final stage will be handled by the Vice Chair of Carers’ Support Trustees. Phone 01233 664393

The Chair can be contacted by writing to:

Chair of the Board of Trustees
Carers’ Support
Norman House
Beaver Business Park
Beaver road
Ashford
Kent, TN23 7SH
Please ensure the envelope is marked “Private and Confidential”

4
In the event that you are not satisfied with the response from the Chair or vice Chair of the Board of Trustees, you can write to the Charity Commission, referencing our charity registration number of Carers’ Support 1061474 .

Charity Commission · Address
102 Petty France,
London
SW1H 9AJ