Climb 4 Limited
Complaints Policy
At Climb 4 Limited we aim to work in partnership with parents/carers/key workers/and organisation to deliver a high quality service for everyone. If for any reason we fall short of this goal, we would like to be informed in order to amend our practices for the future. Our complaints policy is displayed at our Office at Centre 4, however it can also be emailed on request. Records of all complaints are kept for at least three years. A summary of complaints is available for service users and organisations on request.
The manager is usually responsible for dealing with complaints. If the complaint is about the manager, the registered person or other senior member of staff will investigate the matter. Any complaints received about staff members will be recorded on an Incident log and a Complaints log will be completed. Any complaints made will be dealt with in the following manner:
How to make a complaint:-
If you would like to make a complaint, you can do so via emailing info@climb4.co.uk.
Information required for us to deal with your complaint:-
Your full name
Your child’s name if relevant
Your contact details
The facts that you are raising a complaint
Date of incident/or other dates relevant to your complaint
The type of service that Climb 4 provided you with
A key summary of the problem or problems you have experienced and why the services were not satisfactory.
Once we have received your complaint we shall take the following steps.
STEP One – Investigation
Complaints about aspects of the organisations activity:
A member of the senior leadership team will log the complaint on the Incident Log.
A member of the senior leadership team shall contact the individual raising the complaint within 7 days to inform them the complaint has been received. At this time they shall be sent a copy of this Complaints Policy/procedure. Informing the individual that Climb 4 will respond to the Complaint within 28 days of the confirmation email. Sometimes the investigation may take longer due to the nature of the complaint. If this is the case we will keep you fully informed and offer you a revised timeline which you should expect to receive a response. We will provide regular updates thereafter if necessary.
A member of the Senior leadership team shall use evidence from the information in the email, about the complaint and complete a Complaints Log. During this process they shall investigate the complaint. Gathering any relevant evidence about our service. Including incident reports from other staff members or relevant individuals. We shall also review any administration evidence to ensure all procedures and appropriate policies were followed.
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STEP Two- Response
Ordinarily Climb 4 will provide a full response to your complaint via email.
However once the investigation has been completed member of the senior leadership team, we may arrange a face to face meeting to discuss the matter concerned with the individual raising the complaint. The aim to reach a satisfactory resolution.
Complaints about an individual staff member:
If appropriate the person making the complaint will be encouraged to discuss the matter with staff concerned.
If it is felt that this is not appropriate, the matter will be discussed with the manager or an appropriate member of the senior leadership team, who will then discuss the complaint with the staff member and try to reach a satisfactory resolution.
If the individual does not feel they can meet with Climb 4 member of the senior leadership team to discuss the finding and come to a resolution, an email of findings shall be sent
Climb 4 may agree with all or some of your ground of complaint. If this is the case, we will aim to offer a satisfactory solution to you, which may include:-
A change to our policies and procedures
Tracking log of stages completed throughout the process/outcomes/learning and developments will be recorded for future planning and reflections
A written apology
A full refund
A partial refund
Credit/or vouchers to our services
Provision of the services again.
We will offer the solution that we deem through investigation is most appropriate in the circumstances. The above examples are the usual solutions we may offer, although there may be occasions where we offer different solutions where this is appropriate.
If we do not agree with your complaint, we will provide you with full details to explain why this is the case. If you are unhappy with this, you may wish to progress matters externally.
STEPP THREE- Other options and Appeal
We hope that we will be able to help in resolving your complaint. However, if you are not happy with the outcome of your complaint, you may wish to raise a formal dispute externally if it is related to a safeguarding issue and a staff member.
If you are not content with our response, you can provide a letter confirming that we have reached a position that you are not happy with our response. You may like to use an advocacy service or other support services to help you with this. If you are wanting to appeal our decision in your case you must complete this process within 6 months of our response.
If child protection issues are raised, the manager will refer the situation to Climb 4’s Child Protection Officer, who will then contact the Local Authority Designated Officer (LADO) and follow the procedures of the Safeguarding Children Policy. If a criminal act may have been committed, the manager will contact the police.