Complaints Procedure the Skillnet Group

Complaints Procedure

This is the procedure to follow if you want to make a complaint about the Skillnet Group. This includes any of our support and projects, people that work with us or people we support.

Step 1 - Problem Solving

If possible, firstly tell the person directly why you are not happy.

Ask to have a meeting with her/him. You can ask for another person to be present to support you. (See the list of independent people below. Or you might want a colleague or family member to support you).

The person that you are complaining to will try to find a solution to the problem in a way that is acceptable to all people involved.

Many problems can be sorted out like this.

However if it is not possible to sort out the problem like this then you can formally complain.

Step 2 - Formal Complaint

The next stage is to inform the Head of Workforce Development (Michelle Huggins) about your complaint.

She will inform the Skillnet Group Chief Executive (Jo Kidd).

You can inform the Chief Executive directly if you feel that is more appropriate.

The contact details for these people are at the end of this document.

Putting your complaint in writing is the best way of making your point.

We will let you know we have received your complaint. It will then be investigated and a written reply sent to you within 28 days of your complaint being made. If the complaint is complex, needing more time to be investigated, we will write to you explaining the reasons for this.

If you are a person with a learning difficulty receiving our support, you can ask for an independent person to support you with your complaint:

· Kent Adult Social Services Care Management (at the local office) if you are funded by Kent Adult Social Services.

· Canterbury College (01227 811111) can be contacted for students registered with them.

· Thanet College (Jo Campbell – 01843 605047) can be contacted for students registered with them.

If you are not happy with the way the Head of Workforce Development or Chief Executive deals with your complaint, then you can contact one of the Skillnet Group Directors. The contact details for these people are also at the end of this document.

Step 3 – Ombudsman Service

If you are still not happy with how your complaint has been dealt with you may be entitled to contact the relevant Ombudsman. The Ombudsman is an independent person appointed by the Government.

The Ombudsman will review your complaint and make recommendations to the Skillnet Group’s Board of Directors.

Please contact Jo Kidd for the details of the relevant Ombudsman.

General Skillnet Group Contacts:

· Jo Kidd, Chief Executive (07968 105862)

· Michelle Huggins, Head of Workforce Development (07967 196185)

Particular Skillnet Group Projects and Sites:

· Skillnet Thanet: Michelle Thorne, Project Lead (07971 860755 or 01843 293366)

· Skillnet Dover: Birgitte Perdios, Project Lead (07971 860751 or 01304 242316)

· Skillnet Sittingbourne and Sheppey: Laura Maude, Project Lead (07921 040027 or 01795 599899)

· Course Development: Debbie Jewsbury, Project Lead (07966 070410)

· Skillnet Faversham: Laura Maude, Project Lead (07921 040027 or 01795 599899)

· Music and Arts Project: Louise Kidd, Co-ordinator (07966 791595)

· Life Choices (Person Centred Planning) Projects: Alan Jones, Project Lead (07894 936757)

· All other support or projects: Contact Jo Kidd (as above).

Board of Directors:

· Jo Kidd – Chief Executive (as above)

· Alaine Bunce, Housing Manager - Swale Borough Council (01795 424341) Non-executive Director.

· Paul Thirkettle, Head of Auditing and Performance, Swale Borough Council (01795 424341) Non-executive Director.

· Annie Metcalfe, Coaching Consultant (07941 370249) Non-executive Director.

· Peter Calcutt, Non-executive Director. Email:

· Sylvia Scott, Non-executive Director. Email: .

· Venetia Carpenter – Company Secretary (07971 560443)

· Ray Johnson – Non-executive Director. Email

Related Skillnet Group Policies and Procedures:

Grievance Procedure

Confidential Reporting (Whistle-blowing) Policy

Code of Practice

Professional Standards

Review date: August 2010

Thanks to CHANGE Picture Bank for some of the pictures.

www.changepeople.co.uk

The Skillnet Group Complaints Procedure