SURREY DOLPHINS SWIMOBILITY
COMPLAINTS FORM
Name & Address of Complainant:
…………………………………………………………………...
…………………………………………………………..
…………………………………………………………..
……………………Post Code ………………………..
Telephone Number
…………………………………………………………..
Is Complainant above making the complaint on their own or someone else’s behalf? …………...
……………………………………………………………………………………………………………….
If complaining on someone else’s behalf please provide their details:
Name & Address
…………………………………………………………..
…………………………………………………………..
…………………………………………………………..
…………………….Post Code ……………………….
Telephone Number
………………………………………………………….
Is the complaint against a Runnymede Dolphins member of staff/volunteer or a policy/issue?
Staff/policy/issue
If against member of staff/volunteer, please add name
…………………………………………...................
Brief Details of the Complaint ……………………………………………………………………………
……………………………………………………………………………………………………………
……………………………………………………………………………………………………………...
……………………………………………………………………………………………………………...
……………………………………………………………………………………………………………
……………………………………………………………………………………………………………
……………………………………………………………………………………………………………
Name of Person Recording the Complaint …………………………………………………………….
Position …………………………………..Date Complaint Received …………………….................
SURREY DOLPHINS SWIMOBILITY
COMPLAINT/COMPLIMENTS
POLICY AND PROCEDURE
Complaints
1.
All complaints against Surrey Dolphins Swimobility (SDS) or members of staff,
volunteers, carers or user whether verbally or in writing will be immediately
recorded on the relevant form and submitted to the Chairperson for action.
2.
On receipt of a complaint form a Trustee will send an acknowledgement in
writing to the complainant within 10-14 working days.
3.
Where the complaint is against the Chairperson the matter will be recorded an
acknowledgement sent to the complainant and the papers shall be submitted to
the Trustees and then a sub-group of the trustees will be formed to investigate
the complaint (the process outlined at 8-9 above will be instigated).
4.
The complaint will be investigated within 28 days from the date the complaint
was received, or such shorter period as is possible, inform the complainant of
the result of that investigation and what subsequent action (if any) is to be
taken.
5.
Where it is not possible to complete the investigation within 28 days an interim
letter will be sent to the complainant informing them of the progress and/or the
reasons for delay in completing the investigation and include an estimate of
when the matter should be concluded. (see paragraph 12 below)
6.
If the complainant is dissatisfied with the result of the Chairpersons
investigation, they should be told that they can appeal against the outcome to a
sub-group of the SDS Management Committee.
7.
When such an appeal is received, a sub group of at least three members of the
Executive Committee, thus far unconnected with the complaint will be convened
within 14 days from the date the appeal is received to consider the matter.
SDS Complaints Policy & Procedure
3
January 2017
8.
At the conclusion of their investigation the nominated leader of the sub group
will, as soon as possible and in any case within 7 days inform the complainant of
the result of their findings.
9.
Unless the sub group recommend some further action, the complaint will then
be classified as closed.
10.
Where the complaint is about a matter of SDS policy/issue, the Chairperson will
meet any relevant members of staff/members of the management committee to
review the policy/issue and inform the complainant of the result of that review.
11.
There the complainant is dissatisfied with the result of the initial review they
should be informed that the policy/issue will be further reviewed by the
Management Committee at their next regular meeting.
If however the
Chairperson is of the opinion the matter should be resolved as quickly as
possible an extraordinary meeting of the Management Committee will be
arranged immediately.
12.
Where the Management Committee considers the policy holds good the
complainant will be so informed and no further action will be taken.
13.
Where the policy is found in need of change by the Management Committee the
complainant will be informed of what changes are to be made.
14.
Full records will be kept of all complaints received and retained for 2 years.
15.
Statistics on the number of compliments and complaints received will be
included in the Chairpersons Annual Report issued with the annual accounts and
any serious incidents reports will be submitted along with the Annual Returns to
The Charity Commission.
In every instance, we will try to ensure that any action we take is the minimum
required to solve the problem, taking into account relevant personal circumstances
including the seriousness of the complaint and the needs of the individual. In extreme
cases, the Trustees reserve the right to withdraw access to the charity’s services
indefinitely.
We will always tell the complainant in writing what action we are taking and why. We
will also record all incidents of unacceptable actions by complainants
Compliments
1.
2.
3.
4.
All written compliments received about the work of Surrey Dolphins Swimobility
or individual Surrey Dolphin Swimobility members of staff and/or volunteers will
be immediately submitted to the Chairperson for action.
Where a compliment is received by telephone it will be recorded on the
appropriate form.
In all cases the Chairperson will ensure the writer/caller is thanked on behalf of
the Charity at the earliest possible opportunity.
The Chairperson will review the circumstances leading to the letter/telephone
call of appreciation being received and do one or more of the following;
SDS Complaints Policy & Procedure
4
January 2017
-
send the letter with appropriate congratulatory comments for the member of
staff to see;
ensure that all members of the Management Committee are made aware of
the compliment and surrounding circumstances.
Passed by the Management Committee
Date …………JANUARY 2017…………………….
SDS Complaints Policy & Procedure
5
January 2017
SDS Complaints Policy & Procedure
6
January 2017