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Little People UK

Complaints Procedure Policy

1. Statement of intent

Little People UK (LPUK) believes that children, parents and their families are entitled to expect courtesy and prompt, careful attention to their needs and wishes. We welcome suggestions on how to improve LPUK and will give prompt and serious attention to any concerns about the running of the charity. We anticipate that most concerns will be resolved quickly by an informal approach to the appropriate member of the committee. If this does not achieve the desired result, we have a set of procedures for dealing with concerns.

2. Aim

We aim to bring all concerns about the running of our charity to a satisfactory conclusion for all of the parties involved.

3. Methods

To achieve this, we operate the following complaints procedure. We keep a record of all complaints that reach stage 2 or above, and their outcome (see below). This is to be made available to members on request.

Making a complaint

Stage 1

  • Any LPUK member who has a concern about an aspect of the charity talks over, first of all, his/her worries and anxieties with a member of the Committee.
  • Most complaints should be resolved amicably and informally at this stage within 7 days of the original complaint being made.

Stage 2

  • If this does not have a satisfactory outcome, or if the problem recurs, the LPUK member moves to Stage 2 of the procedure by putting the concerns or complaint in writing to the Committee and the Vice/Chairperson.
  • For LPUK members who are not comfortable with making written complaints, there is a template form for recording complaints in the Complaint Investigation Record; the form may be completed with an LPUK representative and signed by the LPUK member.
  • LPUK stores written complaints from members in a personal file. However, if the complaint involves a detailed investigation, the Vice/Chairperson may wish to store all information relating to the investigation in a separate file designated for this complaint.
  • When the investigation into the complaint is completed, the representative, Chair or Vice Chair person meets with the LPUK member to discuss the outcome.
  • The LPUK member must be informed of the outcome of the investigation within 28 days of making the complaint.
  • When the complaint is resolved, at this stage, the summative points are logged in the Complaints Record/Complaint Investigation Record file.

Stage 3

  • If the LPUK member is not satisfied with the outcome of the investigation, he or she requests a meeting with the LPUK representative and the Chairperson of the committee. The LPUK member should have a friend or partner present if they prefer and the LPUK representative should have the support of the Chairperson of the Committee present. 
  • An agreed written record of the discussion is made, as well as any decision or action to take as a result. All of the parties present at the meeting sign the record and receive a copy of it.
  • This signed record signifies that the procedure has concluded. When the complaint is resolved at this stage, the summative points are logged in the Complaints Record/ Complaint Investigation Record file.

Stage 4

  • If at Stage 3 meeting, the LPUK member and LPUK cannot reach agreement, an external mediator is invited to help to settle the complaint. This person should be acceptable to both parties, listen to both sides and offer impartial advice.
  • A mediator has no legal powers, but can help to define the problem, review the action so far and suggest further ways in which it might be resolved. The invitation to the mediator should be made within 28 days of receipt of the original written complaint.
  • The mediator keeps all discussion confidential. She/he can hold separate meetings with the LPUK Committee and the LPUK member, if this is decided to be helpful.
  • The mediator keeps an agreed written record of any meetings that are held and of any advice she/he gives.

Stage 5

  • When the mediator has concluded her/his investigations, a final meeting between the LPUK member, the LPUK representative/committee and chairperson is held.
  • The purpose of this meeting is to reach a decision on the action to be taken to deal with the complaint.
  • The mediator's advice is used to reach this conclusion. The mediator is present at the meeting if all parties think this will help a decision to be reached. 
  • A record of this meeting, including the decision on the action to be taken, is made. Everyone present at the meeting signs the record and receives a copy of it. This signed record signifies that the procedure has concluded.

 

This policy was adopted:

Date: August 2017                     Next Review Date:  August 2018

Signed: S.Davis (Chairperson) On behalf of Little People UK Committee

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