Complaints Policy, Blue Moss October 2017
Blue Moss views complaints as an opportunity to learn and improve. It is also an opportunity for us to respond to any person who has made any complaint.
Our complaints policy is intended to:
- provide a fair and easy to use process for anyone making a complaint;
- ensure that people know how to contact us to make a complaint;
- make sure everyone connected to Blue Moss knows what to do if a complaint is received;
- make sure all complaints are considered fairly and swiftly;
- make sure that complaints are resolved and that, where we can, all relationships are repaired;
- support us in gathering information that will helps us to continue to improve.
Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of Blue Moss.
Making a Complaint
Clients and other users of Blue Moss services are, in the first instance, invited to raise their concern informally with the individual concerned. Alternatively, another Blue Moss facilitator will be happy to informally discuss any concern expressed by clients of Blue Moss.
Blue Moss representatives will endeavour to understand the nature of the concern being raised and establish whether or not this can be resolved easily. If the concern cannot easily be resolved by the individual being approached informally, the complainant is encouraged to contact another appropriate Blue Moss representative to ensure resolution.
Blue Moss aims to resolve any informal complaint within 7 working days, but this will depend on the nature of any investigation should it be required. Should the investigation extend beyond this time period, the complainant will receive written notice of this.
If the matter is not satisfactorily resolved, the complainant is invited to make a formal complaint.
If the issue has not been resolved satisfactorily through informal channels, the complainant is invited to formalise their complaint in writing, by letter or email. Depending on the nature of the complaint, it should be directed via email addresses on the website.
The Board of Directors is responsible for addressing the issues raised in the complaint, including reporting that the complaint has been made and investigating it.
Formal complaints will be acknowledged within seven working days.
Blue Moss aims to resolve any formal complaint within 28 working days, but this will depend on the nature of any investigation should it be required. Should the investigation extend beyond this time period, the complainant will receive written notice of this.
All complaint information will be handled sensitively. Blue Moss will follow relevant data protection requirements and will inform only those who need to know about any aspect of a particular complaint.
Overall responsibility for this policy and its implementation lies with Blue Moss Directors.
Safe Guarding Policy and Procedure
Blue Moss: Safeguarding Policy and Procedure July 2017
This policy applies to all staff and volunteers and any other person working on behalf of Blue Moss.
The intention of this policy is to
- Protect all children, young people, vulnerable adults and any other person who receives service from Blue Moss.
- Provide all staff and volunteers and any other person working on behalf of Blue Moss with guiding principles to safeguarding and particularly protection of children, young people and vulnerable adults.
This policy is founded upon law and guidance including consideration of:
- Children Act 1989
- United Nations Convention on the Rights of the Child 1991
- Human Rights Act 1998
- Sexual Offences Act 2003
- Children Act 2004
- Safeguarding Vulnerable Groups Act 2006
- Children and Families Act 2014
This policy should be read alongside all other policies and procedures of Blue Moss.
We recognise that:
- The welfare of the child is paramount, as enshrined in the Children Act 1989.
- All people – especially children – regardless of age, disability, gender, racial heritage, religious belief, sexual orientation or identity, have a right to equal protection from all types of harm or abuse.
- Working in partnership with children, young people, their parents, carers and other agencies is essential in promoting young people’s welfare.
We seek to keep everyone safe by:
- Valuing them, listening to them and respecting them.
- Adopting child protection and vulnerable adult protection and safeguarding practices through procedures and a code of conduct for all staff and volunteers.
- Implementing our e-safety policy and other related procedures.
- Providing effective management for staff and volunteers through supervision, support, training and quality assurance measures.
- Recruiting staff and volunteers correctly, including the completion of all necessary checks.
- Recording and storing information professionally and securely.
- Using our procedures to manage any allegations against staff and volunteers appropriately.
- Ensuring we have effective complaints and whistleblowing measures in place.
Review and Update
Blue Moss is committed to reviewing this policy on an annual basis. It was last reviewed and updated at Board of Director meeting on 27th July 2017.