Introduction

Communicare recognises that a systematic approach is needed to resolve any issues if things go wrong and that if an individual is unhappy with their experience, they should be able to make a complaint. Communicare recognises that the individual making the complaint should be reassured that their complaint will not affect their access to or treatment by our charity.

Procedure

Communicare will ensure that any complaint will be considered carefully and investigated fully in a confidential manner. We understand that most complaints can be resolved informally by discussing the problem with the individual making the complaint. If the complainant is happy to do so they should speak first to the individual that the complaint involves. The Trustees recognise that this may not always be appropriate or possible, in that case, the individual making the complaint should contact the Chair of Trustees.  

Communicare understands that if an individual wishes to make a formal complaint it should be made in writing to the Chair of Trustees unless it involves the Chairperson and in this case the letter should be sent to another Trustee. We recognise that if the complaint is against the Chairperson/Trustee then another Trustee will need to address it. 

Communicare understands that the Chairperson/Trustee should inform their committee of any complaint and possibly arrange a discussion with a member of the GNN team. 

The Chair of Trustees/Trustee will acknowledge receipt of the complaint within seven days. The Chair of Trustees/Trustee member will discuss the complaint with the individual making the complaint to agree on how it can be resolved as part of an investigation process.

Communicare understands that the individual that the complaint is about should have the right to offer their view of the complaint as part of the investigation and that all Investigation meetings should be held at neutral venues. Both parties should be offered the opportunity be accompanied for support. There should be a note taker present at each meeting.

Communicare will ensure that if possible, the investigation into the complaint should be dealt with within 21 days. After gathering the information from the investigation enabling an informed decision the Chair of Trustees/Trustee will write to both parties to confirm the outcome. 

The Chair of Trustees/Trustee will keep a record of all complaints made to the Group including how these complaints were dealt with and how they were resolved. 

Policy adopted on 23rd January 2024                  Date for review 23rd January 2026

Name Helen Butcher, Chair                                   Signed   Helen Butcher

This is part of a toolkit available from goodneighbours.org.uk

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