Complaints policy and procedure

Timely Interventions for Families (TIFs) is committed to providing a quality service for its clients and working in an open and accountable way that builds the trust and respect of all our stakeholders. One of the ways in which we can continue to improve our service is by listening and responding to the views of our customers and stakeholders, and by responding positively to complaints, and by putting mistakes right.

Therefore, we aim to ensure that:

• Making a complaint is as easy as possible.
• we deal with complaints promptly, politely and, when appropriate, confidentially.
• We respond in the right way - for example, with an explanation, or an apology where we have got things wrong, or information on any action taken.
• We learn from complaints and use them to improve our service, and review our Complaints Policy and Procedures.

Our aims are to:

• Resolve concerns quickly;
• Enable mediation between the complainant and the individual to whom the complaint has been referred, if appropriate.

Definition:

TIFs defines a complaint as 'any expression of dissatisfaction with TIFs, with its Director or a member of staff that requires a formal response’.

Stage One - Informal complaint:

An informal approach is the first stage of TIFs Complaints procedure. Actions to be taken by the person making the complaint:

• Bring their complaint, in writing, to TIFs attention; normally within 8 weeks of the issue arising
• Explain the problem as clearly and as fully as possible, including any action taken to date;
• Allow TIFs a reasonable time to deal with the matter
• Recognise that some circumstances may be beyond TIFs control.

When the investigation is complete, the Lead Consultant will write to you and explain how and why they have come to their conclusions.
If your complaint is upheld (ie: the outcome of the review finds in your favour), you will receive an apology and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is partially upheld (ie: the outcome of the review finds in your favour, in part), you will receive an apology and explanation and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.

If your complaint is not upheld (ie: the outcome of the review does not find in your favour), you will be given an explanation. You will be given the name and contact details of the Director and advised what to do next if you are still not satisfied and wish to pursue your complaint under Stage Two. Please note that in certain circumstances, you may not be given the opportunity for a Stage Two review. TIFs will always provide its reasons in the Stage One decision. If concerns cannot be satisfactorily resolved informally, then the formal complaints procedure should be followed:

Stage Two - Formal Complaints Procedure:

May only be invoked if you have exhausted the Stage One process. You must set out clearly and in detail, why you remain dissatisfied.

If you are not satisfied with the initial response to the complaint then you can write to TIFs Director and ask for your complaint and the response to be reviewed. You can expect the director to acknowledge your request within 3 working days of receipt and a response within 15 workings days.

TIFs aim is to resolve all matters as quickly as possible. However, inevitably some issues will be more complex and therefore may require longer to be fully investigated. Consequently, timescales given for handling and responding to complaints are indicative. If a matter requires more detailed investigation, you will receive an interim response describing what is being done to deal with the matter, and when a full reply can be expected and from whom.

The review will produce a detailed response, which will contain sufficient information to show that your complaint has been fully investigated.
This will be our final response to you under our complaints procedure. If your complaint is upheld (ie: the outcome of the review finds in your favour), you will receive an apology and, where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.
If your complaint is partially upheld (ie: the outcome of the review finds in your favour, in part), you will receive an apology and explanation and where appropriate, be given details of any action that we will take to remedy the situation or at least put things right for the future.
If your complaint is not upheld (ie: the outcome of the review does not find in your favour) you will be given an explanation.

This stage is the final stage of your complaint that can be dealt internally by TIFs.