1 Policy Statement

People who use Together: Working for Wellbeing services should feel their views are listened to and acted on. Together staff should encourage discussion and action on issues raised by service-users before they develop into problems and complaints. However, when problems arise, service-users should feel enabled to bring them to the notice of Together staff or management without concern for victimisation.

Together wants to learn from people who use our services where we can make improvements and what we are doing well. Together therefore welcomes complaints, compliments and comments from service-users, carers and customers.

Most complaints can be resolved informally in discussion within the service. We recognise however that some people may not feel able to discuss their complaint with staff or may feel that this approach has not improved matters. For such situations, Together has a formal Complaints Procedure.

Every Together service will provide service-users with a copy of the written Complaints Procedure (this may form part of the service-user handbook). Staff will explain to service-users how and to whom to complain and how complaints are dealt with. Service-users should be informed of people outside Together to whom they can also make complaints (for example, the Commission for Social Care inspection) and who can support them in making complaints (for example, an advocate).

Complaints should always be dealt with in the strictest confidence. If others need to be informed, this will be discussed with the person making the complaint. Where external mediation or independent advocacy might be of help, these can be sought and offered.

Complaints should be dealt with informally within four weeks. If it is likely to take longer, the person making the complaint will be kept informed.  

All complaints should be recorded, with details of findings, action and outcome. Together will monitor and collect information on all complaints received at services and regional and national offices.   
 
2 The Complaints Procedure

Stage One (where staff try to solve your complaint informally)

If you have a problem with your Together service, we want you to feel able to talk to a staff member of your choice about it. This helps us to understand your concern and sort it out as quickly possible.

A note of the problem and the solution will be made on your Together personal file that you can see.

Stage Two (where you speak to the Together Area Manager)  

If talking with staff or the manager does not help or if you feel more comfortable talking with someone who is not part of the staff team, you can ask to meet with Together’s Area Manager (who visits the project regularly). They will listen to your complaint and try to help you sort out the problem with the service. If you want to be accompanied at this meeting, you can invite someone whom you think might be helpful.

A note of the problem and the solution will be made on your Together personal file, which you can see.

This informal process should take no more than four weeks.

Remember…

If you prefer, you can always discuss your complaint with an external (non-Together) person such as your Care Manager, an inspector with the local office of the Commission for Social Care inspection or an independent advocate (see contact details below). They will listen to your concerns and probably try to help you talk to Together staff about the problem. 

Stage Three (where we treat your complaint as a formal complaint)

If these informal discussions are unsuccessful in resolving your complaint and you remain dissatisfied, you can make a formal complaint by writing to Together’s Regional Director whose name and address is in your handbook. If you need help with writing the letter, please tell a member of staff or your care manager
and they will arrange assistance.  

On receiving your letter, the Regional Director will write to you within seven days explaining the process to follow. S/he will arrange for an investigation into your complaint, usually by an Area Manager. This may involve a meeting with you, at which you can be accompanied by anyone you think might be helpful. The Regional Director will receive a report by the person investigating and will then inform you in writing what action is proposed to resolve the complaint. 

The whole process – from the Regional Director’s receipt of your letter to reaching a proposed solution – should not take more than four weeks.

Stage Four (A review - where you can ask us to reconsider the outcome of your formal complaint)

If you remain dissatisfied with the outcome of your formal complaint, you can ask for it to be reconsidered by Together’s Chief Executive. S/he will review the way your complaint has been handled.

You must request this review within four weeks of receiving the final letter from the Regional Director. If you need help with writing the letter, staff can arrange for someone to help you.

Write to: The Chief Executive, Together, Working for Wellbeing, 12 Old Street, London EC1V 9BE.