Complaints Policy and Procedure

The Workers Union Complaints Policy and Procedure

1. Our Aim

   The Workers Union.com is committed to providing a quality service and working in an open and accountable way that builds trust and respect. One of the ways in which we can continue to improve our service is by listening and responding to the views of our members, and in particular by responding positively to complaints, and by putting mistakes right.

   Therefore, we aim to ensure that:

• • • making a compliment or complaint is as easy as possible
    • we welcome, feedback and suggestions
    • we treat a complaint as a clear expression of dissatisfaction with our service which calls for an immediate response
    • we deal with it promptly, politely and, when appropriate, confidentially
    • we respond in the right way – for example, with an explanation, or an apology where we have got things wrong, or information on any action taken etc.
    • we learn from complaints, use them to improve our service, and review annually our complaints policy and procedures

We recognise that many concerns will be raised informally and can be dealt with quickly.

Our aims are to:

1. • • resolve informal concerns quickly
     • keep matters confidential
     • enable mediation between the complainant and/or the individual to whom the complaint has been referred
       This policy ensures that we welcome feedback and provide guidelines for dealing with complaints from members of the public about our services, facilities, staff and volunteers.
2. Definitions

   A compliment is an expression of satisfaction about the standard of service we provide.
   A complaint is defined as any expression of dissatisfaction; however, it is expressed. This would include complaints expressed via a phone call, in writing, via email or any other method. All staff should have sufficient knowledge to be able to identify an “expression of dissatisfaction” even when the word “complain” or “complaint” is not used.

3. Purpose

   We are always glad to hear from people who are satisfied with the services we offer. All compliments are recorded, acknowledged, and a copy is sent to the relevant service manager to provide feedback to the member of staff or service.

4. Complaints

   The formal complaints procedure is intended to ensure that all complaints are handled fairly, consistently and wherever possible resolved to the complainant’s satisfaction.

5. Responsibilities

   The Workers Union responsibility will be to:

   • • acknowledge the formal complaint;
     • respond within a stated period of time;
     • deal reasonably and sensitively with the complaint; and
     • take action where appropriate.

A complainant’s responsibility is to:

• • bring their complaint, in writing, to The Workers Union’s attention normally within 4 weeks of the issue arising;
  • raise concerns promptly and directly with a member of staff in The Workers Union;
  • explain the problem as clearly and as fully as possible, including any action taken to date;
  • allow The Workers Union a reasonable time to deal with the matter, and
  • recognise that some circumstances may be beyond The Workers Union’s control.
6. Confidentiality

   Except in exceptional circumstances, every attempt will be made to ensure that both the complainant and The Workers Union maintain confidentiality. However the circumstances giving rise to the complaint may be such that it may not be possible to maintain confidentiality (with each complaint judged on its own facts). Should this be the case, the situation will be explained to the complainant.

7. Complaints Procedure

   Records will be made by The Workers Union at each stage of the procedure.

   Stage 1

   Staff member(s) will establish the seriousness of the complaint. An informal approach will be applied appropriately when it can be achieved. But if concerns cannot be satisfactorily resolved informally, then the formal complaints procedure will be followed.

   Stage 2

   If the complaint cannot be resolved informally, the member should be advised that a formal complaint may be made to the Management Team.

   a) A formal complaint can be made either verbally or in writing using the links above. If verbally, a statement should be taken by a member of the Management Team, staff member or a supervisor.

   b) In all cases, the complaint must be passed on to management. In the event of a complaint about the manager the complaint should be passed to a senior manager, and if the complaint is about the senior manager then this must be passed on to the board.

   c) The manager or senior manager, depending on the nature of the complaint, must acknowledge the complaint within one week of receiving it.

   d) One of the above will investigate the complaint. Any conclusions reached should be discussed with the staff member involved and their Line Manager.

   e)The person making the complaint will receive a response based on the investigation within four weeks of the complaint being received. If this is not possible, then an explanation will be given as to the reasons why.

   Stage 3

   a) If the complainant is not satisfied with the above decision then the board will be notified.

   b) The board will examine the complaint and may wish to carry out further interviews, examine files / notes. They will respond within four weeks. Their decision will be final.

COMPLAINTS FORM

We would like you to return this form as soon as possible.