RISE Complaints Policy

RISE views complaints as an opportunity to learn and improve as well as a chance to put things right for the person or organisation that has made the complaint.

Definition of a Complaint:

A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of RISE.

Where Complaints Come From:

Complaints may come from any person or organisation that has a legitimate interest in RISE including: service users, stakeholders, partners and donors.

A complaint can be received verbally, by phone, by email or in writing.This policy does not cover complaints from staff. Staff will refer to the RISE Grievance procedure.

Confidentiality:

All complaint information will be handled sensitively, telling only those who need to know, recognising our ‘duty of care’ to staff/service users and following data protection requirements.

Responsibility:

Overall responsibility for this policy and its implementation lies with RISE Board of Trustees.

  

AIMS AND PRINCIPLES

 

  1. RISE will encourage complaints and comments about RISE services to improve the experience and quality of service.

 

  1. Complaints are viewed positively and are used to improve the range and quality of service delivery.

 

  1. RISE will provide clear information on how to voice a complaint / comment.

 

  1. Complaints will be heard and acted upon in a timely manner. 

 

  1. Those making complaints will be treated respectfully, courteously and with due regard to ensuring they are not disadvantaged as a result of their complaint / comment.

 

  1. Complaints will be handled with regard for the ‘duty of care’ we owe to staff/volunteers and service uses and in-line with data protection principles.

 

What is a complaint?

Staff will operate within the wide definition of the word “complaint” including all expressions of concerns, grumbles, dissatisfaction, fears, anxieties or worries about services or treatment by staff, volunteers or members of the Board of Directors.

Complaints can be in writing or verbal.

Complaints may relate to but not be restricted to:

  • An unwelcome or disputed decision
  • Poor quality of service
  • Appropriateness of service
  • Behaviour of staff
  • Poor communication
  • Inaccurate information
  • Delays in decision making
  • Accessibility of service

 Part Two – Complaints Procedure

  

  1. First Stage – Problem solving and investigation where the manager and/or staff of the service involved discuss the problem with the complainant, gather information and actively attempt to resolve matters. A written response is then given.

 

  1. Second Stage – If the complainant is not satisfied with the outcome, the Chief Executive Officer of RISE reviews information gathered, initiates further investigation of the situation and responds to the complainant.

 

  1. Third Stage – If the complainant is not satisfied with the outcome, consideration by the Board of Directors

  

Publicised Contact Details for Complaints:

Written complaints may be sent to RISE at PO Box 889, Brighton, Sussex, BN2 1GH or by e-mail using the form below.  

Verbal complaints may be made by phone or in person to any of RISE’s staff, volunteers or trustees at our offices or any location where RISE operates.