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Complaints Procedure

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The staff and volunteers of Carers’ Support always aim to provides 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 more formal complaints. We value openness and honesty and your opinions, comments and/or suggestions, 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, please speak to the member of Carers’ Support staff with whom you feel most comfortable. Your complaint will be taken seriously and many problems can be sorted quickly and easily this way. The member of staff will try to resolve the issue for you and inform the Chief Executive of the complaint and, as relevant, how it was resolved.

2
Alternatively, or additionally, if you are not satisfied with the explanation you receive through informal discussion as explained in point 1 above, you can complain directly to the Chief Executive either in person, by telephone, fax or email. Your complaint will be acknowledged asap and within 5 working days. Following investigation of your complaint you will then be written to, asap and within 10 working days, with information about what has been done/is going to be done about your complaint.
3
If you still feel unhappy you can complain to the Chair of the Board of Trustees for Carers’ Support who will look closely at the issue/s raised in your complaint, what has been done about them and the reasons for your continuing concerns. He/she will then write to you within 10 working days of the outcome of his/her investigation.

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 of the Board of Trustees you can write to the Charity of the Board of Trustees, you can write to the Charity Commission, quoting the charity registration number of Carers’ Support which is 1061475 in your letter to them. Their address is:

Charity Commission Direct
PO Box 1227
Liverpool
L69 3UG