Complaints Policy & Procedure
Last updated: 01-04-2020
One Roof Leicester aims to provide a high quality services which we believe we achieve most of the time. If you are not happy with the service you have received at One Roof Leicester please let us know. In order to ensure our services remain at a high and improving standard, we have a procedure through which you can let us know of any reason you are not satisfied with your dealings with the organisation.
The process for complaints should follow the following stages:
Informal, which can be verbal
If you are unhappy with an individual sometimes it is best to tell him or her directly. If you feel this is difficult or inappropriate then speak to the staff member's manager. If you are unhappy or not satisfied with the response you receive please contact Salma Ravat.
If the complaint is against the CEO then you please contact us for the details of a member of the board of Trustees.
We will ensure your complaint is acknowledged endeavour to give you a response within five working days.
Formal, which may involve verbal and or written complaints
If you are not satisfied with the explanation and decision made or if you wish to involve a more senior person you may use the more formal approach and write within 28 days directly to the Manager of One Roof Leicester. If the complaint is about the CEO you may write to a member of the Board of Trustees. We will respond within 28 days of receipt of the complaint to let you know of the decision made. Please send complaints to One Roof Leicester, 65 Regent Road, Leicester LE1 6YF. Please mark the envelope confidential or call on 0116 44 22 007 for email contact details.
If you are not satisfied with the response/decision made you can request that a review panel is established to investigate the matter further.
Review or appeal panel
The review panel should consist of two members from the ORL Trustees. The complainant will be invited to attend the review panel, with a friend/representative if required. The meeting shall be held as informally as possible. The Chair should explain the purpose of the meeting, introduce the members and emphasise confidentiality. All members may make a written and verbal presentation to the panel. Proceedings should be minuted. People making presentations can be asked questions.
The panel should make recommendations on the complaint to the chairperson within 7 days. The chairperson will then consult with the panel and a decision made. This decision will be made known in writing within 28 days of the panel meeting, outlining the reasons for the decision and any action proposed as a result of the panels review.
Contact
Questions, comments and requests regarding this Complaints Policy & Procedure are welcomed and should be addressed to Salma.