Complaints Policy & Procedures
Our complaints and procedures page outlines our transparent process, ensuring that your feedback is valued, addressed, and resolved efficiently, as part of our continuous efforts to improve and better serve the community at MS Action.
Complaints Policy & Procedures
1. INTRODUCTION
MS Action - Complaints Policy & Procedures
Effective Date: 1st November 2023
At MS Action, we value the feedback and opinions of everyone who either uses or makes contact with our Centre. We aim to provide the highest standard of service within the resources available and want to make a positive impact on the lives of those affected by multiple sclerosis and other conditions. However, we understand that there may be instances when concerns or complaints arise. The purpose of this policy is to set out how complaints will be dealt with.
Scope
A complaint may be made by anyone who has had contact with MS Action other than staff. Staff should use the grievance procedure rather than this Complaints Procedure.
Policy
Complaints will be investigated thoroughly, fairly, quickly and, wherever practical, independently. It is important that nobody should be inhibited from making a complaint and that the complainant will be confident that the complaint will be given full, proper, and speedy consideration.
Complainants must always be courteously dealt with and heard in full. However, no liability should be admitted at any point in the process until the complaint has been properly investigated.
Complainants should be assured that a complaint will not generate ill feeling or adversely affect the way they are treated. Complaints will be recognised as valuable aids in maintaining or improving services.
Complaints Submission
A complaint should be made as soon as possible after the event that gave rise to it. The time limit for making a complaint will be six months from the event which gave rise to it or the complainant becoming aware of a cause for complaint. There is discretion to extend this time limit when it would have been unreasonable for the complaint to be made earlier and where it is still possible to investigate the facts of the case.
Any individual who wishes to make a complaint can do in writing, by email or text, or verbally through one of our staff or a Committee member. A complaints form will need to be completed but a member of staff or a Committee member should help to do this. A copy of the complaints form is attached to this process and is available either on request or on our website.
It is important that as much detail as possible is provided, including the nature of the complaint, relevant dates, and any supporting documentation.
Receipt of Complaint
Upon receiving a complaint, the person receiving the complaint should acknowledge its receipt within 5 working days, but generally sooner than this. The acknowledgment will provide an estimated timeframe of not more than 20 working days (4 weeks) for the resolution process to be carried out and who is responsible for overseeing the complaint. If a complainant does not have a copy of this complaints procedure at the time of making a complaint, a copy should be provided.
Complaint Investigation
Depending on the nature of the complaint and who is involved, the complaint will be allocated to the Office Manager or a member of the Committee/Trustee. They will investigate the complaint, review all relevant information, communicate with relevant parties or witnesses involved, and gather any additional evidence or documentation required for the investigation. The complainant should be treated with patience and courtesy and the investigator should seek to resolve the problem as quickly as possible. If a complaint is about the office manager, the complaint should be referred immediately to a member of the Committee/trustee.
Resolution of the complaint should be within 20 working days (4 weeks) of the complaint being received. If it has not been possible to finalise the investigation within this time, a further letter should be sent to the person making the complaint setting out the reasons for this and the date when they are likely to hear the outcome of the complaint. The final response will outline the findings of the investigation, any actions taken as a result of the complaint, and any remedial measures that will be implemented if applicable. The complainant should also be advised of their right to appeal.
Minor Complaints
Complaints of a minor nature are best resolved on the spot. Trustees/Committee members or members of staff should be encouraged to give a courteous and sympathetic response, explaining the reasons for the problem, giving an apology where appropriate and putting the matter right if possible. They should also complete a Complaints Form so that the Committee can consider whether any lessons need to be learned to reduce the likelihood of further complaints.
If a complaint cannot be resolved immediately, the complainant should be invited EITHER to make an appointment to meet a member of the Committee/Trustee OR to put the complaint in writing.
Serious Complaints
If a complaint is sufficiently serious, is against a Committee Member/Trustee or the Office Manager, it must be heard by a panel of not less than three trustees who have not previously been involved in the complaint in any way. The panel should aim to complete its investigation within twenty working days. If the matter is likely to take longer than this, the complainant should be kept informed. The panel may appoint an independent person to assist its investigation and report back to the panel at the hearing.
Appeal Process
If the complainant is dissatisfied with the initial response, they may request an appeal. The appeal should be submitted in writing within 7 working days of receiving the response. Again, help with writing the appeal can be obtained through a member of staff or a Committee member/trustee. The appeal will be reviewed by a panel of at least three members of the committee who have not been involved in the initial investigation. The complainant will be allowed to attend the appeal in person if they wish to do so.
Final Decision
After considering the appeal, a final decision will be communicated to the complainant within 5 working days. This decision will be the organisation's conclusive response and will outline any further actions, if necessary.
Review & Learning
Regardless of the complaint's outcome, MS Action will use the feedback received to review and improve our processes and procedures. Lessons learned from complaints will be used to enhance our services and prevent similar issues from recurring in the future.
Recording Complaints & Confidentiality
The details of any complaint and its resolution must be recorded by the person responsible for investigating the complaint and accompanied by any relevant correspondence or other material. All such material must be safely stored.
All complaints will be treated confidentially, and personal information will be handled in accordance with applicable data protection laws and MS Action’s data protection policy. Information will only be shared with individuals involved in the complaint resolution process.
External Escalation
If, following investigation, a complaint is upheld and is sufficiently serious that it compromises the effectiveness or public reputation of the organisation, the trustees should inform any relevant stakeholders or regulatory bodies of the outcome of the investigation and seek to agree remedial action. The management committee should review the register of complaints annually.
In addition to the internal procedure, complainants are entitled to complain directly to relevant external regulatory bodies, such as the Charity Commission or, if the matter is sufficiently serious, to seek legal advice and redress. MS Action will provide information on relevant external options if applicable.
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