Policies : Complaints Policy

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Summary of the Complaints Policy

Scope

The Complaints Policy has been devised to allow feedback from all of our customers, from which we can learn lessons and make improvements to services. The policy ensures that we respond quickly and appropriately to all complaints.

This policy covers Link Group and its subsidiaries, with the exception of LinkLiving. You can view the LinkLiving complaints policy here.

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Principles

• The person making a complaint receives a prompt and appropriate response and is kept fully informed about the way the complaint will be investigated and when and how future contact will be made
• Link staff respect the confidentiality of all information provided by the complainant or obtained in the course of investigation
• Link carries out a full, prompt and fair investigation of the circumstances of the complaint
• The complainant is advised of the outcome of each stage of investigation
• Any necessary action is taken by Link at the earliest opportunity
• The complainant is fully informed of other possible avenues of complaint as appropriate (e.g. Public Services Ombudsman or Social Care & Social Work Improvement Scotland)
• The complaint is documented and records retained

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Beneficiaries

The Complaints Policy is available both to customers and non-customers. Complaints made by a person in each group will be dealt with in the same way.

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Practice

We implement the policy by:

• Devising procedures for compliance with the policy
• Training staff to ensure they are aware of their responsibilities and obligations
• Monitoring adherence to policy requirements

This policy was approved by the Link Group Board on 12 December 2007.

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