Policy Statement
Autism Together believes that if a person wishes to make a complaint or register a concern they should find it easy to do so. It is the organisation’s policy to welcome complaints and look upon them as an opportunity to learn, adapt, improve and provide better services.
This policy is intended to ensure that complaints are dealt with properly and that all complaints or comments by service users and their relatives and carers are taken seriously.
The policy is not designed to apportion blame, to consider the possibility of negligence or to provide compensation. It is NOT part of the organisation’s disciplinary policy.
Autism Together believes that failure to listen to or acknowledge complaints will lead to an aggravation of problems, service user dissatisfaction and possible litigation.
Autism Together supports the concept that most complaints, if dealt with early, openly and honestly, can be sorted out at a local level between just the complainant and Autism Together.
Aim
The aim of the organisation is to ensure that its complaints procedure is properly and effectively implemented, and that service users and their families feel confident that their complaints and worries are listened to and acted upon promptly and fairly.
The aim of this specific complaints policy is to ensure that:
Service users, carers and others are aware of how to complain, and that the service provides easy to use opportunities for them to register their complaints
A named person will be responsible for conducting each stage of the procedure
Every written complaint will be acknowledged within 2 working days
Investigations into written complaints will be held within 28 days
All complaints will be responded to in writing by the person responsible for each stage of the complaint.
Complaints will be dealt with promptly, fairly and sensitively with due regard to the upset and worry that they can cause to both staff and service users.
Procedure
Our Aim:
We aim to offer a high quality service to the people who access our Children and Family Service and are always keen to discuss how we can improve the service we offer.
Complaints or Concerns:
Occasionally, as with all walks of life we sometimes get things wrong. We need to know about these things so that we can deal with situations, but also so we can improve our service and try to limit mistakes in the future.
Who can make a Complaint?
Anyone can make a complaint if they think something has gone wrong or they are unhappy about something the Children and Family Services has done. People who may want to make a complaint include:
- A child or young person we support
- A parent, guardian or relative of someone we support
- A professional from one of the many agencies we work with.
How do you complain if you are not happy with something?
To help us deal with your complaint in a timely manner please tells us:
- What the problem/concern is
- What you would like to see happen to make things better.
Stage 1 – Problem Solving
If you believe there is something that we have done that has not lived up to expectations, or that you have not been treated in a correct manner, please let the Registered Manager of the service know. They will do their best to sort it out and hopefully stop it from happening again.
The names and contact number for the manager can be found at the end of this document.
Children and Family: Service Manager Terry Lawton 0151 666 9960
Stage 2
If an individual is unhappy with the response from Stage 1, they should write to Director of Operations whose contact details are at the end of this document.
Written acknowledgement of the complaint will be made within 48 hours.
A written response to any complaint will be given within 28 days.
Director of Operations: Jane Carolan 0151-482 3144
Stage 3
If after Stage 2 the individual is still not satisfied, they can ask for their complaint to be the Chief Executive, Robin Bush, who can be contacted at the Oak House office.
The Chief Executive will look at your complaint and how your complaint was investigated. They may decide to undertake further investigations.
They will acknowledge receipt of your complaint in writing within 48 hours and will endeavour to respond formally in writing to your complaint within 28 days.
Chief Executive: Robin Bush 0151-482 3129
Autism Together’s Head Office
Autism Together, Wirral Centre for Autism, Oak House, 6 Tebay Road, Bromborough, Wirral CH62 3PA
Children and Family Service Head Office
Autism Together, Wirral Centre for Autism, Oak House, 6 Tebay Road, Bromborough, Wirral CH62 3PA
Other stages
If the individual is not satisfied after Stage 3, they may wish to:
Contact the Local Government Ombudsman, who may investigate individual complaints once the organisation’s procedure has been followed.
Telephone the Advice Team on 0300 061 0641 (8.30am – 5.00pm Mondays to Fridays).
An online complaint form can be completed at www.logo.org.uk/making-acomplaint or you can email to advice@lgo.org.uk
The Care Quality Commission are willing to listen to complaints made about a regulated activity, but cannot investigate individual complaints. They can be contacted at:
Care Quality Commission, North West Region,
Citygate, Gallowgate, Newcastle-upon-Tyne, NE1 4PA
Tel: 03000 616161
Contact your Social Worker, who could also investigate your complaint.