Complaints policy and procedure
Infinite Potential endeavours to provide the best service possible for all who we work with, and are committed to learning, development and positive progress, therefore we welcome feedback of a positive and negative nature. However we recognise there maybe times that a customer is unhappy with the service they receive.
If a direct member of the public wishes to make a complaint:
- They can inform Helen Blackburn who will :
- Take their details, and the factual details of the complaint they wish to make on the complaint form
- Telephone 07984467746
- Email the complaint to : firstname.lastname@example.org
Although you are not expected to prove beyond doubt the truth of an allegation, you will need to demonstrate there are reasonable ground for your concern.
How the organisation will respond
- The complaint will be given looked at to determine if the concern raised should:
- Be investigated by internal investigation or through a disciplinary process
- Be referred to the police
- Be referred to an external organisation
In order to protect the individual and those accused of misdeeds or possible malpractice, initial enquiries will be made to decide whether an investigation is appropriate and, if so, what form it will take. Complaints falling under the scope of other policies, for example safeguarding, will be dealt with under these policies.
Some complaints may be resolved by the organisation without the need for further investigation.
Within 10 days of the complaint being raised the organisation will write to you:
- Acknowledging the concern has been received
- Indicating the matter is being dealt with
- Giving an estimate of how long it will take to provide a final response
- Explaining if further investigations will be made, if not, why not
If necessary the organisation will seek further information from you.
The organisation will try to eliminate any difficulties you may experience as a result of raising the complaint. For example if you have to give evidence in a disciplinary procedure we will arrange for you to be given advice about this.
Where there is an investigation the organisation will endeavour to inform you the matter has been addressed, and subject to any legal constraints, will inform you of the outcome of the investigation.
The responsible person will maintain a record of the complaint and the outcome.
How the matter can be taken further
The procedure is aimed at providing you with a safe way to make a complaint, which we hope you are satisfied with.
If you make a complaint in good faith, but it is not confirmed by the investigation, no action will be taken against you. If, however, you make a complaint frivolously, maliciously or for personal gain, then action may be taken against you.