Compliments, comments and complaints
This procedure covers complaints and also suggestions, ideas and questions about the full range of systems and services the Stick ‘n’ Step team provide. Complaints relating to the collection, use, storage, sharing or handling of personal information are managed under Stick 'n' Step's Data Protection Complaints Procedure.
Examples may include concerns regarding personal records, subject access requests, photographs or video recordings, marketing communications, consent, data accuracy, information sharing, or any other matter relating to the processing of personal information.
Where a complaint is identified as a data protection complaint, it will be referred to the Data Protection Lead and handled in accordance with the Data Protection Complaints Procedure.
A copy of the Data Protection Complaints Procedure is available on request and can be accessed via our website.
Please use it to tell us what you think of our services. Comments are shared throughout the organisation and used to improve the work we are doing.
Compliments
You may wish to thank a member of staff who has been very helpful or you may think that the service you have received has been very good. We will share your compliment with the relevant member of staff and managers and will use it to improve our services.
Comments
If you have a suggestion or idea about how something could be improved, please tell us. We will pass your suggestion on to the staff member responsible for this service who will look into your idea and let you know the outcome.
Complaints
Sometimes standards fall short of what you would expect or somebody doesn't do what they said they would. If this happens and you can't sort it out with the people involved, you may want to complain.
Stick ‘n’ Step will take your comments seriously and in the case of complaints do all we can to ensure that the situation is resolved to your satisfaction.
Complaints Procedure
Stick ‘n’ Step aims to provide the highest possible level of service to the families that attend our centres and to all our valued supporters. We try to be as efficient as possible, and are keen to make improvements to ensure our services are effective and accessible to all of our users.
We would like to hear from you if you have not been happy with any aspect of our organisation. The following procedure has been set up to ensure that your complaint is properly heard. We aim to deal with all complaints with transparency and consistency.
Our Complaints Procedure has the following goals:
- To deal with complaints fairly, efficiently and effectively;
- To ensure that all complaints are handled in a consistent manner throughout;
- To increase user satisfaction;
- To use complaints constructively in the planning and improvement of all services.
Who can raise a complaint?
Stick ‘n’ Step’s Complaints Procedure is available to those who use Stick ‘n’ Step services, volunteers and those affected by our fundraising activities.
You should share your concerns or register a complaint when you are dissatisfied with any aspect of Stick ‘n’ Step’s services or activities.
What will happen after I complain?
We will acknowledge your complaint within five working days of receipt and we will tell you who will be dealing with the matter and when you can expect a full response.
Wherever possible, Stick ‘n’ Step will respect your confidentiality and keep your complaint confidential as far as possible. Any information about the complaint will usually only be shared with those who need to know in order to help resolve it. There may however be occasions when Stick ‘n’ Step cannot provide absolute confidentiality. This may for example arise in circumstances where a child or vulnerable adult may be at risk of harm. In these circumstances our safeguarding procedures will take precedence over this procedure and any relevant information will be shared with others concerned in the safety and welfare of service users. If a criminal offence is alleged, then the police will be informed.
We will handle information in line with Data Protection legislation.
Representation
You have the right for someone to make a complaint on your behalf. We will ask you to give consent for them to do this. An advocate is someone who does not work or volunteer for Stick ‘n’ Step and can help you to make a complaint and make sure your views are heard. They can also speak for you at meetings if you wish. If you want the support of an advocate, you may have a friend or representative with you at any stage of the procedure. Other organisations such as the Citizen's Advice Bureau may also be able to help.
