Policy on Comments and Complaints D6 COMMENTS AND COMPLAINTS POLICY D6.1 Policy Statement To ensure that NSF(Scotland) provides high quality services it is important that we are aware of opinions about those services. We therefore encourage service users to assert their right to make comments and complaints about the services they receive. Comments regarding NSF(Scotland) services, whether verbal or written, will be addressed initially at a project level and, where appropriate, changes or improvements made at a local level. Issues which may have a substantial impact on service delivery or have implications for the wider organisation should be reported by the Project Manager to the Operations Manager and, if necessary, will be discussed and acted upon by the Operations Committee D6.2 Procedures Any person wishing to raise a complaint may choose to do so through: a) NSF(Scotland)'s Complaints Procedure as outlined below; or b) the complaints procedure of the local authority; or c) the Operations Manager, NSF(Scotland). The Fellowship has a comment and complaints procedure which embraces the following principles: a) the procedure will be easily accessed by users; b) the procedure will be easy to understand and activate; c) complaints will be acted upon as quickly and as close to the point of service delivery as possible; d) decisions on service provision or other matters of concern to project members can be challenged either at the members meeting or by individual representation to the Project Manager. If the complainant is not satisfied with the outcome of their complaint they will have access to the Regional Manager/Operations Manager and then to the Operations Manager or Chief Executive; e) a record of complaints will be kept, noting the nature of the complaint, who made it, how it was dealt with and by whom; f) a written response will be given through all stages; g) the complaints procedure will not affect the rights of the individual to approach their local councillor etc.; h) the comments and complaints procedure will be reviewed regularly and will inform the monitoring of service quality and the success in achievement of objectives; and i) the procedure will be displayed on project notice boards. The procedure is for use by service users rather than workers, who have recourse through support and supervision and grievance and disciplinary procedures. D6.3 Staff Awareness All workers will be made aware of the policy and procedures and trained to implement them. Workers may be asked to help a complainant to write down their complaint. Should this be the case, the statement should be read back to the complainant to ensure accurate recording has taken place. The complainant should sign the record and be given a copy for their reference. D6.4 Procedure Stage One The individual may make his/her complaint either in writing or by making an appointment with the Project Manager. If the matter is not resolved within 7 working days (where this is reasonably practicable) it may be referred to Stage Two. Stage Two A complaint not resolved at Stage One may be referred in writing to the Regional Manager or Operations Manager. The options here reflect the fact that all NSF(Scotland) projects have Regional Managers. A meeting will be arranged to discuss the complaint within 7 working days (or as soon as reasonably practicable). Should the matter remain unresolved, it may be referred to Stage Three. Stage Three A complaint not resolved at Stage Two may be referred in writing to the Operations Manager or Chief Executive. A meeting will be arranged within 14 working days (where practicable). Should the matter remain unresolved, the individual may appeal to the Board of Management. The individual may be accompanied at meetings by a colleague/representative. D6.5 Appeal At this stage the complainant may write to the Chairman of the Board of Management, submitting a copy of the written complaint and the written responses from Stages One, Two and Three. Any appeal must be submitted within 14 working days of the decision being reached at Stage Three. The appeal will be considered as soon as possible and normally within 28 working days. The complainant will receive a written decision of his/her appeal. This is the last stage of the procedure and any decision is final. D6.6 Complaint Upheld In instances where a complaint against a worker is upheld, the Disciplinary and Grievance Procedures may be invoked, if appropriate. There should be a separate investigation of the breach of conduct. Although the complaint may be a starting point, it cannot be the sole basis for disciplinary action and the full disciplinary process would be followed.