Purpose

1.1. At Establish we are committed to providing high quality services for all our clients. Taking account of users’ views enables Establish to promote and develop capacity for sustainable improvement.

1.2. This document details the complaints procedure. A complainant may be a client, or any other interested party that indicates dissatisfaction with the current level of service. All complaints will be taken seriously and dealt with impartially.

1.3. Establish expects that the majority of issues can be resolved at an early stage through informal discussions. Therefore if an issue arises, the first step is to bring the matter to the attention of the relevant staff member, either by email or verbally, and discuss it with them.

1.4. It should be noted that a written record of issues raised at this early stage will not normally be made.

1.5. If the issue remains unresolved a formal complaint should be instigated through Establish’s complaints procedure.

Responsibility

2.1. Overall responsibility for this procedure lies with the Director of Establish.

Complaints Procedure

Formal Complaints – Stage 1 of the Complaints Procedure

3.1. Formal complaints are submitted to the Director of Establish.

3.2. A formal complaint can be made in the following ways:

By Email: Sending a completed Establish Complaints Form (available at the end of this document)

In Writing: Completing Establish’s Complaints Form (available at the end of this document) and sending it to:

Establish Agency

No.1 High Street,
Coleshill,
Warwickshire,
B46 1AY

3.3. A formal response to the complaint will be sent to the complainant within 5 working days.

3.4. If for any reason it is not possible to provide a formal response within 5 working days, the complainant will be informed as to the reason for the delay and kept informed of the progress of the investigation.

Appeals – Stage 2 of the Complaints Procedure

3.5. Should the complainant wish to appeal against the outcome of Stage 1, formal complaint, they should submit this appeal in writing, within 10 days of the Stage 1 outcome, to:

Establish,

No.1 High Street,
Coleshill,
Warwickshire,
B46 1AY

3.6. The Director will fully investigate the appeal.

3.7. Stage 2 appeals may involve a face to face meeting with the complainant.

3.8. Following the outcome of the appeals stage, a formal response will be sent to the complainant who outlines of Establish’s final response and the completion of procedures.

3.9. This is the final stage of Establish’s complaints procedure.

3.10. Establish will ensure that clients will not be treated less favourably following their complaint.

3.11. Establish will identify actions from complaints received to improve and develop its services.

3.12. A Complaints Form should be completed with as much detail as possible but most importantly full name and contact details. We regret that Establish is unable to accept or act upon anonymous complaints.

3.13. Establish reserves the right not to pursue any malicious, vexatious or abusive complaints (i.e. complaints that are not true or use offensive or abusive language in communication to staff).

3.14. Complainants should be aware that Establish’s staff have the right to work in a pleasant and safe environment and any violent or abusive behaviour towards staff will not be tolerated.

4 Complaints Application Deadline

4.1. All complaints must be raised within two weeks of the original issue so that evidence is available for the investigation.