ABOUT MAKING A COMPLAINT OR A COMMENT two Independent investigation If talking to the manager informally does not solve the problem, you may wish to make a formal complaint. You can do this by putting the complaint in writing to the We want you to tell us what you of manager of the service you have been in our services. contact with. Have we helped you? Have you any The manager will send an suggestions for improvement? Do you feel you have been treated fairly or unfairly? acknowledgement of your complaint within three working days and inform the We aim to provide good quality services HR co-ordinator at Surrey Care Trust, and we need your help to tell us how we Silver Wolf. are doing. We want to correct any mistakes we make as quickly as possible. We will consider your complaint quickly If you would like to make a comment or and thoroughly and will send you a letter complaint, please do not feel afraid or from Surrey Care Trust telling you the reluctant to do so. outcome within seven working days. Stage three MAKING A COMPLAINT Review panel Stage one If you are not satisfied with what is Problem solving decided you can ask to be heard by a review panel. Please contact our Chief If you want to make a complaint, we Executive, Mrs Elaine Tisdall, to make this suggest you first talk about the problem to request. This panel has three members: the member of staff you have been dealing The Chief Executive of Surrey Care Trust with. If that does not help, then write or and two members of our Board of speak to a more senior manager at Surrey Trustees. Care Trust. He or she will do their best to resolve the matter informally for you, as quickly as possible. You will find a list of senior staff overleaf.
ABOUT MAKING A COMPLAINT OR A COMMENT We want you to tell us what you of our services. Have we helped you? Have you any suggestions for improvement? Do you feel you have been treated fairly or unfairly? We aim to provide good quality services and we need your help to tell us how we are doing. We want to correct any mistakes we make as quickly as possible. If you would like to make a comment or complaint, please do not feel afraid or reluctant to do so. MAKING A COMPLAINT Stage one Problem solving If you want to make a complaint, we suggest you first talk about the problem to the member of staff you have been dealing with. If that does not help, then write or speak to a more senior manager at Surrey Care Trust. He or she will do their best to resolve the matter informally for you, as quickly as possible. You will find a list of senior staff overleaf. two Independent investigation If talking to the manager informally does not solve the problem, you may wish to make a formal complaint. You can do this by putting the complaint in writing to the manager of the service you have been in contact with. The manager will send an acknowledgement of your complaint within three working days and inform the HR co-ordinator at Surrey Care Trust, Silver Wolf. We will consider your complaint quickly and thoroughly and will send you a letter from Surrey Care Trust telling you the outcome within seven working days. Stage three Review panel If you are not satisfied with what is decided you can ask to be heard by a review panel. Please contact our Chief Executive, Mrs Elaine Tisdall, to make this request. This panel has three members: The Chief Executive of Surrey Care Trust and two members of our Board of Trustees.
Complaints-Leaflet-V5-updated-2016.docx