Complaints Procedure
Making a Complaint About Niacro Services
At Niacro we are committed to providing high-quality services and positive engagements with everyone who comes into contact with us including our service users, partners and members of the public. We positively welcome feedback and any suggestions for how we can strengthen and improve our services and how they are being delivered by our staff members.
We recognise that sometimes issues, concerns and misunderstandings can arise and in most cases a word with the person at the point of service delivery will be enough to deal with any issues.
However, we recognise that from time to time someone may feel that the quality or level of service provided fell short of what could reasonably be expected. We also want to know about these occasions so that we can address the problem, plan to avoid its repetition, improve our services and the overall experience of Niacro.
If you have any feedback or a complaint about our services, a member of staff or a volunteer, we would like you to tell us about it. Comments and feedback on areas of strength and weaknesses are monitored and used continuously to improve our services.
Definition of a Complaint
Niacro’s Complaints Policy aligns with the Health and Social Care Model Complaints Handling Procedure (MCHP) which can be accessed using this link:- Model Complaints Handling Procedures | NIPSO
Niacro defines a complaint as being:
“An expression of dissatisfaction by one or more service users, service partners or other members of the public about an organisation’s action or lack of action, or about the standard of service provided by or on behalf of an organisation”.
Accessibility and Equality
Niacro is committed to ensuring that the complaints process is accessible to everyone. Information about how to make a complaint can be provided in alternative formats on request, including large print.
Support such as interpretation or assistance in making a complaint can also be arranged when required.
Niacro will ensure that no individual is disadvantaged when making a complaint and that all complaints are handled in line with the organisation’s Equality and Diversity commitments.
Fair Treatment
Niacro will ensure that anyone who raises a complaint will be treated fairly and respectfully.
Making a complaint will not negatively affect the services or support that a person receives from Niacro.
All complaints will be considered objectively and without bias.
How to Make a Complaint
Complaints can be directed to a member of staff or the Complaints Officer:
Email:
rachel.long@niacro.co.uk
Telephone: 02890 320157
Post:
Niacro
Amelia House
4–6 Amelia Street Belfast
BT2 7GS
Complaints do not have to be made in writing but it would be helpful for us investigate a complaint if you provide the following information:
- the reason for your complaint
- where and when the issue occurred
- the names of any individuals involved (if known)
- the outcome you are seeking
- your contact details (name, address, telephone number and/or email).
- Your preferred method of communication
Niacro cannot accept complaints/comments made on social media channels and controlled by Niacro, e.g. an official LinkedIn or Facebook page will not be accepted.
You should make your complaint within six months of the issue occurring. Niacro may consider complaints submitted after this period in exceptional circumstances, for example where safeguarding concerns or other serious matters are involved.
How a Complaint will be handled
Niacro manages complaints through a two-stage process. This is in line with the Health and Social Care (HSC) Model Complaints Handling Procedure to ensure compliance with health commissioned service contracts.
Stage 1 – Frontline Resolution
Niacro wishes to resolve complaints quickly and close to the point of service delivery.
Where you raise a complaint directly with a staff member, we will seek to address the issue through frontline resolution, so that the issue can be resolved quickly without the need for a formal investigation.
At this stage, Niacro staff members will aim to:
- Speak with you confidentially to understand the complaint/issue
- provide you with an explanation and apology where appropriate
- take other appropriate action to resolve the issue
You will normally receive a response within 5 working days.
Sometimes Niacro may need additional time to resolve the issue, the response timeframe may be extended by up to a further 5 working days. We will let you know if we need further time.
Stage 2 – Formal Investigation
Stage 2 of the Complaints Policy will be used in the following circumstances: -
- If your complaint cannot be resolved at Stage 1, or
- if you are dissatisfied with the response at Stage 1. You should normally advise Niacro within 30 days of receipt of the Stage 1 response that you wish to progress the matter to Stage 2. However, Niacro has a discretion to extend this period and will consider relevant factors, including any extenuating personal circumstances, the seriousness of the issue, the length of the delay and whether this has compromised available evidence, learning opportunities
In exceptional circumstances, where your complaint raises complex issues, we may seek your agreement to progress your complaint to Stage 2 without being addressed under Stage 1 of this procedure.
Stage 2 - Process
Complaints requiring further examination will be investigated by the Complaints Officer. The Complaints Officer may nominate another appropriate member of staff to carry out the investigation of your complaint.
Your complaint will be acknowledged in writing within 3 working days of receipt.
You will normally be provided with a written outcome of the investigation within 20 working days from the date of acknowledgment of the complaint.
If the investigation is complex and requires additional time, the response timeframe may be extended by up to a further 20 working days. We will write to you if we need further time and about the reason for the revised timeframe.
The written outcome response will explain the findings of the investigation and any actions that may be taken as a result.
Challenging the Outcome of a Complaint – Appeals Process
You can appeal, if you are dissatisfied with the outcome of a Stage 2 complaint.
You should write to the Chief Executive Officer within five working days of receiving the outcome response, stating the reasons why you disagree with the outcome and that you wish to appeal.
The Chief Executive may act as the Appeals Officer or nominate another appropriate person to undertake this role.
The Appeals Officer will normally contact you within five working days of receiving an appeal.
The Appeals Officer will write to you with the appeal outcome within 30 days of your request for an appeal.
The decision of the Appeals Officer is final and there is no further right of appeal in Niacro’s complaints process. At the conclusion of Niacro’s Complaints/Appeal Procedure, you will be informed in writing that the organisation’s complaints process has been fully completed.
Independent Review for Health and Social Care commissioned services
If you have complained about any Niacro services which are funded by Health and Social Care and you remain dissatisfied after the completion of the Complaints/Appeal procedure, you have the right to refer your complaint to the Northern Ireland Public Services Ombudsman (NIPSO).
NIPSO provides an independent review of complaints about public services.
Northern Ireland Public Services Ombudsman
Progressive House
33 Wellington Place
Belfast
BT1 6HN
Telephone: 028 9023 3821
Website: www.nipso.org.uk
Recording of Complaints
All complaints will be recorded clearly and accurately at all stages and arrangements confirmed in writing. All information from the process will be kept in a secure place by the Complaints Officer (Director of Operations) in line with our Data Protection Policy.
Monitoring
The Complaints Officer (Director of Operations) will maintain a register of information about every complaint, how it has been processed and the outcome in accordance with NIACRO's Data Protection Policy. The Chief Executive will compile an annual report on the Complaints Procedures for submission to the Executive Committee.