Complaints Procedure

POLICY

Dementia Adventure aims to provide the highest standard of services to its customers and beneficiaries. We welcome all comments, both positive and negative, from service users/members of the public.  Complaints are useful in determining whether or not we are meeting our aims and objectives. Any comments received from service users/members of the public, allows us to review and improve our service(s) in the required areas.

1. Complaints Procedure

a) A senior staff member must be assigned to respond to the complaint by the CEO who in turn will have overall responsibility in bring the complaint to a satisfactory conclusion

b) If the complaint is received via telephone or in-person, the assigned member of staff should complete a standard complaint form (appendix 1) with the complainant.  That complaint should be saved in the Complaints folder and details entered into the Complaints Log (both can be found in the DA Google Team Drive) and attached under the notes section under the complainant’s name on the CRM system 

c) If the complaint is received via letter, email, website form or social media, the assigned member of staff should complete a standard complaint form (appendix 1) attaching the complaint, and then follow the procedure in a. above 

d) The complaint must be acknowledged within 3 working days and responded to within 3 working weeks.  If there are actions/tasks to carry out, advise the complainant of when these will be taking place

e) A copy of the response must be attached to the complaint and filed in the Complaints folder on DA Google Team Drive and the CRM system

f) Any complaint that:

      i) Causes harm to an individual

      ii) Has financial or potential legal consequences or

      iii) Could damage the organisation’s reputation should be reported to the Board of Trustees within 3 days and responded to within 1 week

 

1. Compliments Procedure

  • Compliments are received via social media, evaluation forms, website forms, email, phone calls, post and in person
  • Compliments and other feedback from evaluation forms are summarised into project reports and presented to the DA team
  • Positive quotes are shared with the DA team via a spreadsheet
  • Letters of support and compliment received in the post are displayed in the office.

 

Download DA – Complaints & Compliments Policy & Procedure Form

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