Complaint Procedure 

Disability Action Champion CIC recognises that providing a high standard of service delivery is essential. The proper handling of complaints is the highest priority within the organisation. We seek to ensure that this policy meets the needs of Disability Action Champion CIC' diverse range of service users.

Complaints

Before making a complaint, try and resolve the matter informally by talking to a member of staff at the office. Disability Action Champion CIC operate a complaints process with up to 2 stages, covering issues relating to:

• A failure to comply with policy, procedure or standards of service delivery.

• A decision which the complainant believes is not fair or clear to them.

• The behaviour of Disability Action Champion CIC staff or contractors.

Stage 1 – Internal investigation of complaint Full written response within 10 working days If the Complaint remains unresolved at Stage 1

Stage 2 – Review of Stage 1 decision. Full written response within 10 working days

Policy Statement

Verbal complaint to resolve a matter is encouraged via an informal talk to a member of staff at the office. All formal complaints are required in writing and delivered to the office by hand or post to: - 6 David Lane, Old Basford, Nottingham, NG6 0JU or by email. info@daccic.org

• We will ensure that all service users know how to complain.

• We aim to resolve the complaint to the best of its ability

• Initially, we will make personal contact with complainants to understand their complaints, attempt resolution and provide an update.

• We will acknowledge all complaints in writing within 5 working days.

• We will respond to stage 1 complaints within 10 working days. If this is not possible, we will give reasons and agree with the complainant's timescale.

• We will review and respond to stage 2 complaints within 10 working days following receipt of the escalation request.

• We will support vulnerable service users through the complaints process and, where appropriate, refer them to alternative help that may be able to assist.

• We will provide alternative support to service users when the service requested is outside our remit where and whenever possible.

• Where a complaint is received from a group of Service Users, the group shall nominate a lead person who we will correspond with in regard to the complaint.

Legislation, Regulation & Guidance

Government legislation has an impact on how Disability Action Champion CIC can implement its Complaints and compliments policy. To include

• Homes & Communities Agency Regulatory Framework 

• Localism Act

• Equality Act 

• Data Protection Act 

Confidentiality

Under the Data Protection Act and the Human Rights Act, all personal and sensitive organisational information, however, received, is treated as confidential, including:

• anything of a personal nature that is not a matter of public record about a service user, customer, applicant, staff or board member

• sensitive organisational information

Officers will ensure that they only involve other agencies and share information with the consent of the service users concerned, unless:

• Disability Action Champion CIC is required by law 

• The information is necessary for the safeguarding of children and vulnerable adults.