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Summary of the LinkLiving Complaints Policy and Procedure
Introduction
LinkLiving aims to create a climate of openness and support to enable service users to be listened to without fear of disapproval. It is committed to handling complaints as soon as possible.
Aims
LinkLiving will:
- Establish procedures to ensure complaints are dealt with fairly and openly
- Consider the concerns of service users regarding the provision and delivery of services
- Use information gathered during complaints to allow managers to monitor service quality
- Investigate and deal with complaints within 28 days of receipt
Principles
- All service users have the right to make a complaint
- LinkLiving welcomes complaints and suggestions about all aspects of its services
- A complainant will be kept informed of the process
- This Complaint Policy and Procedure does not remove the right to use others ways of raising concerns
Practice
Staff will be made aware of the Complaints Policy and Procedure through training, team meetings and supervision
Each line manager will be responsible for ensuring all service users receive a copy of this policy and are aware of how to make a complaint
This policy will be made available in various formats - e.g. Braille, different languages
Each service compiles a Complaints Log which may be used to evaluate the service