Introduction
This process is for people to use who wish to make a complaint about the support they’ve received from us. This can include (but is not limited to) complaints about our helpline, case work, websites and our training for practitioners.
You are encouraged to make the complaint yourself wherever possible. However, if you have difficulty with this, you should ask a close relative or friend to undertake this on your behalf.
Please note: If the complaint relates to a particular individual, we will normally share details of your complaint with this individual. This is so that we can fully investigate the complaint and deal with it in the most effective way possible.
Our commitments
- We value all our clients, and respect their right to make a complaint.
- We undertake to respond professionally without being defensive or dismissive.
- All complaints, when they arise, will receive a response which will be open and without either prejudice or undue delay.
- Clients’ concerns will be investigated thoroughly and fairly and the findings communicated to the complainant.
Stage 1 – Resolving the matter informally
The majority of issues, problems and complaints that arise can be resolved informally with the person to whom it relates. You should make contact using a method of communication with which you feel comfortable (this doesn’t have to be in writing, as it’s an informal attempt to resolve the matter).
If the relevant person is not available, you should request they make contact when next available. This person will respond as soon as they are able, although please allow up to 5 working days for a response. The response will attempt to resolve your issue to your satisfaction. Once you have received the response, should you remain dissatisfied, you should proceed to making formal complaint.
Stage 2 – Making a formal complaint
All formal complaints should be made in writing via letter or email to Angela Cairns, by:
Post: Private & Confidential, Angela Cairns, Unlock, Maidstone Community Support Centre, 39-48 Marsham Street, Maidstone, Kent, ME14 1HH
Email: angela.cairns@unlock.org.uk
In the details of your complaint, you should include the following:
- the word “complaint” in your subject heading;
- the date and method of the contact that gave rise to the complaint, and who this was with;
- a summary of why you originally made contact;
- details of your complaint in your own words;
- details of how you have tried to resolve the complaint informally and what the outcome was, including and relevant documentation, and;
- how you would like the matter to be resolved.
You will normally receive a response within 5 working days of receipt. In this response, the matters that you raise will be addressed and an attempt will be made to arrive at a satisfactory resolution. If it is not possible to respond fully to your complaint within this time-frame (for example, if the matter needs further investigation) you will be notified of this and advised of when you should receive a full response.
Stage 3 – Still not resolved?
If you are still not happy, the final stage is to raise the matter with Unlock’s Trustee Board, providing details of Step 1 and Step 2, and outlining why you remain unhappy. This should be sent to the Chair of Trustees by:
Post: Private & Confidential, Chair of Trustees, Unlock, Maidstone Community Support Centre, 39-48 Marsham Street, Maidstone, Kent, ME14 1HH
Email: admin@unlock.org.uk (with the subject line: ‘FAO: Chair of Trustees’)
A final response will be provided as soon as possible.
After Unlock’s internal procedure has been exhausted, if you remain dissatisfied you may wish to refer your complaint to the Charity Commission.
