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Reviewed April 2017 Next Review date April 2019, or earlier if required

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Policy version control sheet
Document status / Current
Policy Number / 9
Version Number / V1
Date of Policy / April 2017
Next review date / April 2019
Name of originator / Nicole Gonzalez
Approved by / Nita Ellul
Date of approval
Target Audience / Staff
Referring authorities
Parents and carers
Regulatory bodies
Links to other policies / Safeguarding policy
Complaints procedure for Young People
Whistleblowing
Changes to previous version
Distribution
Intranet / Website / Email to managers
√ / √ / √
Unless this version has been taken directly from the 3 Dimensions website there is no assurance that this is the correct version.

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Reviewed April 2017 Next Review date April 2019, or earlier if required

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1Introduction

1.1This procedure applies to staff, parents and placing authorities, members of the public or any other agency. All complaints must be notified to Ofsted as per Regulation 39, Care Quality Commission Outcome 11 and where necessary the LA or Police within one working day.

1.2This covers any possible issue concerning the function and dynamics of the Home, which can be negative.

1.3Where the complaint raises a Safeguarding issue for a young person or personsor an Allegation against an employee of 3 Dimensions, it will immediately invoke the Safeguarding and Child Protection procedure. In which the advice of the LADO is sought immediately before further investigation is pursued and Ofsted, the LA and any parents necessary are informed of the complaint within 24 hours

1.4As there is always room for improvement and mistakes may be made; all staff, Parents, Placing Authorities, members of the public or any other agency will be encouraged to submit and discuss suggestions that could lead to improved conditions, or enhanced performance.

1.5Complaints and grievance procedure is involved where there appears to be a failure in responsibilities in some area, and possibly a breach of law, principle or agreement.

1.6This may be non-serious, serious, or very serious, but in all cases must follow the same procedure.

a)Stage 1is an informal discussion to try to resolve the issue quickly. This will take place with a Manager. Where it is possible, the Manager will implement steps to resolve the situation or arrive at a conclusion satisfactory to all parties at the time.

b)Stage 2 is where a satisfactory resolution is not possible and a formal complaint is registered in writing this will now be handled by a Director. A formal interview will be arranged, at a time convenient to the complainant, within 5 working days of the complaint being lodged, whereby the Director will hear the complaint in question. The complainant may bring along a representative or colleague of his/her choice with them to the meeting, for support if they chose to. The Director will investigate the complaint and once a decision is reached, send a written copy of the findings to all parties within 5 working days of completion.

c)If the complainant is unsatisfied they may take the complaint to the Appeal Panel for their consideration, so that they may take a fresh look at the situation in order to resolve and make recommendations. An appeal meeting will be arranged within 5 working days, where the complainant may explain why they disagree with the initial response to their complaint.

d)If at any time the complainant is dissatisfied with the Companies handling of their complaint, or feel the matter needs to go to stage 3, this next stage is dictated by the nature of the complaint, for example:

Union matter/industrial relations matter.

Ofsted or Care Quality Commission matter.

Criminal Matter

1.7If dissatisfied a complainant is required to respond in writing at stages 2 or 3, of the findings within 7 days, outlining any reasons why they are not satisfied with the decision of Director or the Panel, stating their reasons for the case to be externalized through one of the avenues above.

1.8All Records and correspondence will be kept confidential to the complainant and 3 Dimensions, unless the complainant wishes to use an external route.

2Investigating Complaints

2.1The person investigating the complaint should:-

a) Establish what has happened so far, and who has been involved, is this a Safeguarding issue and if so follow procedure;

b) Clarify the nature of the complaint and what remains unresolved.

c) Meet with the complainant or contact them within 5 working days

d) Clarify what the complainant feels would put things right.

e) Interview those involved with the matter and/or complained about, allowing them to be accompanied if they wish.

f) Conduct the interview with an open mind and be prepared to persist in the questioning.

g) Keep notes of the interview.

3Resolving Complaints

3.1Throughout the procedure we will want to keep in mind ways in which the complaint can be resolved. It may be sufficient to acknowledge the complaint in whole or part or offer one of the following:-

a) An apology.

b) An explanation.

c) An admission that the situation could have been handled differently or better.

d) An insurance that the event complained of will not recur.

e) An explanation of the steps that have been taken to ensure that it will not happen again

f) An undertaking to review policies where necessary in light of the complaint.

3.2A record of all complaints will be maintained in the Complaints Log Book, which shows whether any given complaint has been resolved at the preliminary stage or whether it has proceeded to an Appeal Panel hearing. If it goes to an appeal the parents must be invited and may be accompanied.

3.33 Dimensions regard communication as an indispensable tool in the anticipation, detection and resolution of problem situations. Whether the issue is Health & Safety, or bad care practice, we need to be alerted. Deliberate withholding of information regarding serious incidents or fault, will be regarded as a breach of 3-Dimensions code of practice, and would be regarded as a disciplinary matter for any member of 3 Dimensions Staff.

3.4The general rule of thumb is simple – if in doubt, let us know about it.

3.5The Appeal Panel will Consists of: - 3 People not directly involved with complaint.

Two Members -who are Directors of 3 Dimensions not involved in the original complaint.

One Member - who is independent of 3 Dimensions Management and School - egan independent quality REGS 44 visitor or an outside consultant.

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Reviewed April 2017 Next Review date April 2019, or earlier if required