If the complaint was in writing then a response in writing must be given. Verbal complaints can be answered verbally. Both methods must be recorded into the Complaints record. (See appendix 1). Complaint request forms can be sent out please see appendix (3) Where resolution could not be sought immediately then an investigation will be made involving all parties. A response to the initial complaint will be sent out or given to the person and this will be achieved within two working days. The person investigating the complaint will make a full and thorough investigation. A full response to resolution or otherwise will be given within 20 working days from receipt of the complaint. However should there be a bona fide reason for any delay these must be communicated to the complainant as soon as possible but definitely within the 20 working days. The complainant will be reassured and supported throughout the process and all employees are aware that there will be no reprisals to any child or young person or other for making a complaint. Inroads will make sure that any person whom is subject of the complaint from taking any responsibility for the consideration of or response to that complaint. Where resolution is reached it is appropriate to check with the complainant that they are satisfied and will not be pursuing the complaint further. The complaint will then be deemed and recorded as closed. The Centre Manager must monitor the complaints record in order to check satisfactory use of the Complaints procedure and to identify both patterns of complaint and actions taken on individual complaints. The Registered Person will take any appropriate action from such monitoring and change practice as necessary and ensure all complaint are followed through correctly. If at any point the complaint indicates any aspects of criminal offences the police must be informed and advice taken from them as to our actions from that point in order to prevent any disruption to their investigation. It is the duty of the Centre Manager to inform the police and the person discovering the suspected criminal act to ensure the Centre manager is informed. The Centre Manager then must inform the Operations Director. The same is to be adhered to in the case of any Safeguarding issues that arise from a complaint in that these must be referred onto the Welfare Concern internal forms or straight to Safeguarding. Addresses for informal complaints to be requested and sent out from: Central office Hadleigh Business and Learning Centre, Crockatt Road, Hadleigh, Suffolk, IP7 6RH Tel 01473 826192 Junction, Kingsfield Centre, Chilton Way, Stowmarket IP14 1SZ Tel: 01449 673062 Formal level of response
If the complaint was in writing then a response in writing must be given. Verbal complaints can be answered verbally. Both methods must be recorded into the Complaints record. (See appendix 1). Complaint request forms can be sent out please see appendix (3) Where resolution could not be sought immediately then an investigation will be made involving all parties. A response to the initial complaint will be sent out or given to the person and this will be achieved within two working days. The person investigating the complaint will make a full and thorough investigation. A full response to resolution or otherwise will be given within 20 working days from receipt of the complaint. However should there be a bona fide reason for any delay these must be communicated to the complainant as soon as possible but definitely within the 20 working days. The complainant will be reassured and supported throughout the process and all employees are aware that there will be no reprisals to any child or young person or other for making a complaint. Inroads will make sure that any person whom is subject of the complaint from taking any responsibility for the consideration of or response to that complaint. Where resolution is reached it is appropriate to check with the complainant that they are satisfied and will not be pursuing the complaint further. The complaint will then be deemed and recorded as closed. The Centre Manager must monitor the complaints record in order to check satisfactory use of the Complaints procedure and to identify both patterns of complaint and actions taken on individual complaints. The Registered Person will take any appropriate action from such monitoring and change practice as necessary and ensure all complaint are followed through correctly. If at any point the complaint indicates any aspects of criminal offences the police must be informed and advice taken from them as to our actions from that point in order to prevent any disruption to their investigation. It is the duty of the Centre Manager to inform the police and the person discovering the suspected criminal act to ensure the Centre manager is informed. The Centre Manager then must inform the Operations Director. The same is to be adhered to in the case of any Safeguarding issues that arise from a complaint in that these must be referred onto the Welfare Concern internal forms or straight to Safeguarding. Addresses for informal complaints to be requested and sent out from: Central office Hadleigh Business and Learning Centre, Crockatt Road, Hadleigh, Suffolk, IP7 6RH Tel 01473 826192 Junction, Kingsfield Centre, Chilton Way, Stowmarket IP14 1SZ Tel: 01449 673062 Formal level of response