Level 3 Social Care

324 Words2 Pages
3.2 Explain the main points of agreed procedures for handling complaints Where a complaint can not be resolved immediately, care workers and/or customers are asked to complete a contact events form and all external complainants are asked to put their complaint in writing and they will then follow our company complaints procedure which consists of 3 stages; First stage, informal: The complaint is handed to the deputy manager and a meeting would be arranged to establish whether the complaint can be dealt with through negotiation, arbitration or mediation. This meeting and the outcome will be recorded. If the complainant remains dissatisfied or it could not be dealt with through this channel it will move to stage two. This first stage should be dealt with within 72 hours of the complaint being logged. Second stage, Formal: A manager will be appointed who will meet with the complainant and establish the nature and gravity of the complaint, they will investigate the complaint and produce a report. The manager will not be subject to the complaint or be in a less senior position than the subject of the complaint. This person will usually be the senior manager. If the complainant remains dissatisfied the procedure moves on to the final stage. This second stage should be completed and a meeting held within 14 days of the complaint being logged. Third stage, Review: The senior manager and the deputy Manager will meet with a senior member of staff (Director) who will review the complaint and the findings of the investigation. They will look again to see if the complaint could be dealt with through negotiation, arbitration or mediation, they will also decide whether an independent advocate needs to be introduced to examine the complaint and its investigation. The Senior manager or independent advocate will then meet with the complainant and discuss
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