Mencap compliments and complaints policy and procedure

This procedure is for people who use Royal Mencap Society services and their families, Mencap donors, supporters, sponsors and the public.

The procedure does not relate to other Mencap branded activity, or the activity of any other organisation that we work with which may use the Mencap brand.

This procedure is not for former or current employees who are required to raise concerns through our HR processes.

Royal Mencap Society (Mencap) is a not-for-profit charity providing a variety of services to people with learning disabilities, their families, friends and professionals.

Our work is guided by the principles of being person-centred. We know how important it is to listen and learn from the people we work with about what's working well, and what we can do better.
People with learning disabilities, their families, friends, our donors, supporters, and members of the public all have valuable perspectives and opinions about our work, so, wherever they come from, we use every compliment, complaint or piece of feedback to learn lessons and take the right action.

This procedure exists to ensure that people know how to raise complaints, compliments and give feedback to us, and can be confident about how these will be managed through to their conclusion. We have also developed an easy-read resource for the people we support on how to raise a formal complaint.

Every complaint and compliment we receive will be dealt with in line with this process, even if it has been escalated to senior leaders within the organisation.

Definitions
The procedure relates to feedback, compliments and complaints as defined as:

Feedback: Naturally occurring information that is usually received verbally and informally. Feedback might be positive or negative, can be acted on immediately and is used to reflect/improve how we undertake our work.

Compliments: Usually a more formal expression of thanks. Compliments may be shared verbally, through cards, letters or emails or through positive communications shared with others (e.g. a manager or another colleague).

Complaints: A formal communication raising dissatisfaction with an activity/ experience that has fallen short of the expectations of the person complaining, or of those expected of our colleagues more generally. Complaints are usually expressed formally by letter, email or telephone, although we may talk to a person about raising a complaint if we feel this is appropriate following an informal conversation.

Feedback, compliments and complaints are all extremely valuable as a means of informing and improving our work. We log feedback, compliments and complaints to inform our learning.

Complaints usually require a much more structured process to be sure that necessary action is taken and that, where possible, those who raise complaints with us are satisfied with both our methods, and the outcomes achieved. As such, the remainder of this procedure relates solely to complaints, and the processes we follow.

A complaint can be submitted in writing (by email or letter) or verbally (by phone or in person) to any of our management colleagues, and through our website . We usually ask that complaints are submitted to the manager closest to the issue of concern because this helps us to ensure that it is investigated locally with a greater opportunity for faster outcomes.

When a complaint is raised with us, it is logged to ensure we capture issues at the initial stage.

We will confirm with the complainant at the earliest opportunity:

• What we will do
• How long they can expect the process to take
• How they would like to be contacted
• What will happen in the event of any delays.

We will acknowledge all complaints within 3 working days by email or letter. We try to resolve complaints within 25 working days, ensuring that we maintain communication during this time, and after if things take longer than planned.

Our procedure contains 3 stages. At each stage of our process, the complaint and our response will be subject to management oversight and sign off.

Stage 1

What is the purpose: At this stage, complaints are managed by the manager closest to the issue, with a view to ensuring that actions to resolve concerns are taken promptly.

Who is responsible: The manager of the service or department.

Who will sign-off: The responsible person's manager. This manager must evaluate the complaint response to confirm they are happy for it to be sent to the complainant. They will do this within 25 working days of receiving the complaint.

What is the outcome: The complaint will either be resolved, or a review will be requested (see stage 3). The manager will communicate the outcome of the complaint back to the complainant.

Stage 2

What is the purpose: Some complaints cannot be managed by the manager who is most local to the complaint and may need to be investigated at a more senior level.

Who is responsible: The Area or Locality Manager/Head of Department.

Who will sign-off: The responsible person's manager with support from the Complaints Lead, as required. This manager must evaluate the complaint response to confirm they are happy for it to be sent to the complainant. They will do this within 25 working days of receiving the complaint.

What is the outcome: The complaint will either be resolved, or a review will be requested (see stage 3). The manager will communicate the outcome of the complaint back to the complainant.

Stage 3

What is the purpose: At this stage, if the complainant is dissatisfied with how their complaint has been managed, a review can be undertaken to ensure that the process has been followed correctly to reach a fair and reasonable outcome.

Who is responsible: Complaints Lead.

Who will sign-off: Relevant Director and Compliance Manager.

How long will it take: We will aim to complete the review within 25 working days of the complainant expressing they are dissatisfied with the management of their complaint. If this is not possible, the complainant will be notified, and a new timescale with be agreed.

What is the outcome: The complainant will receive a written letter detailing the outcome of the review, including whether any further action will be taken by Royal Mencap Society.