Together! 2012 CIC welcomes compliments and feedback and takes complaints very seriously. Our aim is to improve our services on a continuous basis, and feedback, whether positive or negative, is integral to this process. Nothing you say to us will affect the way that we treat you in the future nor the activities that we offer you.
Feedback forms are provided at all one-off, evening and weekend events, and assistance can be given with completing these as required. Feedback forms are anonymous, but you can provide your details and ask us to contact you if you wish.
Feedback and Compliments can also be given by email to firstname.lastname@example.org; by writing to 90a Tudor Road, London E6 1DR; or by text to 07973 252751. Feedback via BSL video can be emailed as above. We will let you know we have received these and will say thank you to you.
Opportunities are also created to provide feedback via video vox pops at selected events and activities.
Complaints can be made by the individual concerned or by their carer, advocate or other representative. (Complaints by organizations should be sent directly to the Directors in writing as above.) Negative or critical feedback can be provided to us anonymously via our complaints forms, but we may not be able to act on anonymous information, and we can only respond to you if you supply your details.
Complaints can be made verbally in the first instance to Activity Leaders – workers and volunteers will be able to identify the Activity Leader to participants and audience members. We encourage complainants to tell us what they would like us to do in response; what would be their ideal outcome?
Activity Leaders will respond immediately if this is possible. For example, if a participant’s access requirements are not being met — perhaps the lighting level is insufficient, or the induction loop isn’t functioning, or they are sitting in a draught — the Activity Leader will take action if possible to address these by making swift adjustments to the arrangements.
Complaints that cannot be dealt with immediately to the satisfaction of the complainant will be reported by the Activity Leader to the Director with lead responsibility for the activity. (If the lead Director is also the Activity Leader, they will report the complaint to the other directors.) Complainants will be offered the choice of the Activity Leader facilitating the recording of their complaint in writing, or of being provided with the contact details for the Directors as above. Complaints will be acknowledged within 7 days, and a full response will normally be made within 28 days.
Where Directors uphold a complaint, action will be taken to achieve satisfactory change as soon as possible, and details will be provided to the complainant, together with an apology. If a complaint is not upheld, an explanation will be provided to the complainant to explain why this is the case. If the complainant does not accept the findings, a further review will take place by the Directors, and if necessary the Chair of the Together! 2012 CIC Community Advisory Board will become involved.
If a complaint involves a volunteer or member of staff, the relevant Personnel procedures will be implemented, including if necessary the Disciplinary procedure. If a complaint involves a Director, the Chair of the Together! 2012 CIC Community Advisory Board will be involved in the investigation. Where we are unable to provide full details of the action that we have taken for legal reasons, we will still respond as fully as we can.
MONITORING AND REVIEW
The Compliments, Feedback and Complaints Policy will be monitored on an ongoing basis and reviewed annually by the directors to ensure that it remains fit for purpose, and will be updated as necessary.