DIAL UK COMPLAINTS PROCEDURE

Introduction
Stage 1
Stage 2
Stage 3
Stage 4
COMPLAINT BY A DIAL
Monitoring Complaints

ABOUT DIAL UK PROCEDURE

1.1 We aim to provide services of a standard acceptable to all our users. If we fail to do so we want to know about it. This will enable us to deal with the specific problem, but also avoid it happening again. Our complaints procedure sets out what to do if you are dissatisfied with any aspect of our services.

1.2 However, please remember that the services we are able to provide are often limited because of scarce resources. Because of this we are sometimes unable to provide all the services we know are needed. We are committed to maximising resources for service provision and to providing the best services we reasonably can, within the resources available.

INTRODUCTION

2.1 This document sets out the procedures we will follow when we receive a complaint from any user of DIAL UK services. It does not address complaints made by staff or volunteers, which are covered by grievance procedures.

2.2 N.B. The Chief Officer plays an important role in the procedures. When someone wants to complain about the Chief Officer, the same procedures apply but with the Chair of the DIAL UK Council of Management substituting for the Chief Officer at all stages.

STAGE 1 (Informal Complaint)

3.1 Ask to speak to the line manager of the person concerned or the Chief Officer and discuss your complaint with them. This can be done in person, by phone, or text-phone, whichever is appropriate. The line manager or Chief Officer will endeavour to resolve the matter to your satisfaction.

3.2 If you remain dissatisfied, or where it is not possible to use Stage 1 (e.g. because it is not possible for you to visit or 'phone in working hours), then please use Stage 2 below.

STAGE 2 - (Formal complaint)

4.1 Present your complaint to the Chief Officer in writing or on tape, giving as much detail as possible.

4.2 If there is some reason why you cannot send a written or taped complaint, please let us know. We will arrange for you to speak to the Chief Officer or his/her nominee in person or by telephone. The purpose of this interview will be solely to put your complaint in writing. You will be shown a copy and asked to sign it.

4.3 The Chief Officer will then investigate the complaint and attempt to resolve it. DIAL UK will ensure that you get a response in writing within a month of your formal complaint being received. The response will say what investigations have been carried out and what action, if any, is proposed to resolve the matter. The response will normally be in writing but will be on tape or by interview if appropriate.

4.4 If you are not satisfied at this stage you should ask for the matter to be dealt with under Stage 3 of the Complaints Procedure.

STAGE 3 - (Complaints Panel Hearing)

5.1 If you say that you are not satisfied with the response to your formal complaint, the Chief Officer will immediately refer your complaint to the Council of Management's Complaints Panel, sending copies of the complaint and any related materials to Panel members.

5.2 The Chair will inform you of what is being done.

5.3 The Complaints Panel will normally consist of the Chair (or the Vice Chair in their absence) and two other Council members.

5.4 Where applicable the Panel will contact any staff member(s) involved in the complaint for their account of the matter. Staff members will be given the opportunity to put their point of view by written statement or by presentation to the Panel.

5.5 Where a complaint involves a matter of policy or procedure, the Chief Officer, along with relevant staff members(s) should put their point of view.

5.6 The Complaints Panel will notify you of its views and its decision within a month of being notified of the complaint. It will also notify its findings to the full Council of Management.

STAGE 4 - (Council of Management)

6.1 If you are still not satisfied you may ask the Complaints Panel to refer your complaint to the full Council of Management. Your complaint will be added to the agenda at the next scheduled Council Meeting after your referral. The Council will be presented with copies of the complaint and any related materials.

6.2 The Chair of the Council of Management will inform you of its decision within a week of the Council meeting.

6.3 The Council's decision will be final.

COMPLAINT BY A DIAL AGAINST DIAL UK

7.1 In the first instance, any complaints should be made to Chief Officer.

7.2 If the complaint cannot be satisfactory resolved by the Chief Officer, it should presented your complaint to the Regional Representative, who will bring it to the Council.

7.3 The Council will then follow Stage 3 & Stage 4 to investigate the complaint.

RECORDING AND MONITORING COMPLAINTS AGAINST DIAL UK

8.2 All complaints will be kept on file, including those, which were resolved informally. We regard the recording of complaints as good practice to enable us to monitor them. This will help us to identify and remedy any weaknesses in DIAL UK's systems and procedures or in staff training.

8.3 The Chief Officer will make a report once a year to the DIAL UK Council of Management, summarising the number and nature of complaints received and how they were resolved.