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Feedback and complaints

Complaints Procedure

If you wish to make a complaint then there are three stages to go through to try and resolve the problem. You may wish to involve an advocate, friend or someone else to support at any stage. However, they should not be someone directly involved in the matter being investigated. If a sign language or community language interpreter is needed, please let the person dealing with the complaint know and every reasonable effort will be made to provide it.

You can contact Carers First the following ways:

  • Email: hello@carersfirst.org.uk
  • Phone: 0300 303 1555
  • Write: Michael Gill Building, 4 Tolgate Lane, Strood, Kent ME2 4TG

STAGE ONE

If you want to make a complaint, you should contact Carers First using the above routes. An appropriate and impartial manger will be appointed to look into the complaint and respond to you within 5 working days (exceptionally may be extended to 15 working days). They may need to contact you to find out more about the complaint so that it can be dealt with appropriately.

If you are not satisfied with the response received, or wish to pursue your complaint formally then Stage Two should be used.  

STAGE TWO – Investigation

Formal complaints should be made in writing and addressed to the Director of Services or to the Chief Executive if the complaint is relating to the Director of Services . For ease you may request a complaints form, or download one from our website.

A Designated Manager will be appointed to oversee the complaints process and be your point of contact. They will acknowledge receipt of your complaint (via letter or email) within five working days and appoint an Investigating Officer.

The Investigating Officer will undertake an investigation which may include interviewing you and will contact you directly to arrange a suitable time.

The Investigating Officer will complete an Investigation Report and forward to the Designated Officer who will make a decision to dismiss or uphold all / part of the complaint. They will provide you with a written reply with details of the investigation and any proposed actions within 15 working days of the formal complaint being received. In some cases it may not be possible to keep to this timeframe and if this is the case the Designated Manager will contact you as soon as possible to discuss this with you.

If appropriate, a further meeting will be offered to discuss the outcome of the investigation.

STAGE THREE – Appeal

If the outcome of the investigation at stage two is not acceptable to you, you can appeal in writing within 10 days of receiving our written response.

An Appeal Manager will be appointed and make recommendations as necessary to the Director of Services or Chief Executive if appropriate. In cases of a complaint against the Chief Executive, to the Board of Trustees. In cases of a complaint against a Trustee, to the Chair or Vice Chair.

The Director of Services, Chief Executive Officer or appointed Trustee will send you a written reply with details of any further proposed actions within 10 working days of the appeal being received. If appropriate, a further meeting will be offered to discuss the outcome of the investigation.

Further Action

In the event you are still not being satisfied with the decision then this will exhaust all relevant stages within Carers First. We will advise you of any external agencies you may complain to.

Comments and Compliments

If you wish to make a comment or compliment you can contact Carers First the following ways:

  • Email: hello@carersfirst.org.uk
  • Phone: 0300 303 1555
  • Write: Michael Gill Building, 4 Tolgate Lane, Strood, Kent ME2 4TG

Carers First recognises that when people have taken the time to offer a comment or compliment their contribution should be acknowledged with a response either verbally or written.

Information relating to comments or compliments will be made known to staff and volunteers where it is relevant to:

  • Making changes to the way services are delivered
  • Acknowledging and giving praise for good work

Information about all comments and compliments received and the action taken in response will be recorded.