All complaints must be submitted in writing to the principle lead. RESPECT aim to provide a policy which enables growth and improvement as well as the opportunity to put things right for the person who made the complaint. This includes:
• To make sure everyone at RESPECT knows what to do if a complaint is received
• To make sure all complaints are investigated fairly and in a timely way
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired
• To gather information which helps us to improve RESPECT Training and the service we provide
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
If a complaint is received about RESPECT Training
If a complaint is received about RESPECT Training, the principle lead will investigate the concerns and write to all parties to inform them of the outcome.
If a complaint is delivered about an SPL/Affiliate
The complaint will be investigated as per the complaints procedure, however, if it appears a breach has also taken place, letters and investigations will be sent in line with the non-conformity policy.
If a complaint is received by a service user who has had respect techniques used on them
The principle lead will make contact with them and discuss their concerns directly. This will also lead to discussions with the organisations who used RESPECT and a joint investigation may be required.
RESPECT will publish their complaints policy on the website and review this regularly.
All complaints should be acknowledged by the person handling the complaint (usually the principle lead) within a 7 days of the complaint being made.
The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.
Ideally complainants should receive a definitive reply within four weeks. During this time the Principle lead will speak to all involved and review any relevant documentation. An action plan will be formed to resolve any concerns if required.
If this is not possible because for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.
Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint