SUGGESTED PROCEDURE FOR DEALING WITH COMPLAINTS
ALL ALLEGATIONS/COMPLAINTS ARE TO BE TAKEN SERIOUSLY AND TREATED FAIRLY AND CONFIDENTIALLY.
ALL INVESTIGATIONS ARE TO BE LOGGED STATING NATURE OF INCIDENT, THE OUTCOME AND COMPLETION OF THE ALLEGATION SHOULD BE RECORDED AND PASSED ON TO RELEVANT PARTIES.
1. Aims of the Policy
Action2Change is committed to creating an atmosphere within all our activities/ services for children and young people that explicitly acknowledges that any complaint is investigated and appropriate action taken.
All workers/staff/volunteers will be aware of all procedures to prevent and/or respond to observed or reported complaints,
All complaints will be investigated and completed with emphasis on safeguarding the complainant and any third party ensuring safeguarding procedures are followed
All staff, trustees, volunteers, children and young people and parents/carers should understand what the protocol and procedures will be.
As an organisation we take complaints seriously. Clients staff and young people and parents should be assured that they will be supported when a complaint is reported, and a full report outcome will be disclosed to relevant parties
This Policy statement has been agreed by the Management of Action2Change and is mandatory for all activities/services supporting Staff, clients, and young people.
This Policy operates in conjunction with:
Action2Change standards and the following Organisation/group policies:
Safeguarding and Child Protection Policy
Code of conduct for youth workers
Comments, Compliments and Complaints procedures
Health and Safety Policy
Complaints can be varied in nature including
•physical –
•racist –
•sexual –
•homophobic – ETC
Standard of service.
We at Action2Change will endeavor to follow through and successfully finalize any complaint, Our aim is to resolve and satisfy the complainer and also use the experience to improve our quality of service and procedures.
August 2024
Review date Aug 2025