Complaints Policy

Home  Complaints Policy

Complaints Policy

Complaints Policy

Southside Partnership DLR is a local development company working to improve the life chances and opportunities of people who experience the effects of poverty and social exclusion.

Purpose

This policy aims to ensure optimum complaint management which is consistent with Southside Partnership DLR’s (SSP) mission and ethos. SSP aims to provide a quality service that is acceptable to all who engage in our programmes, including individuals, local community groups and our partner organisations.

Scope

The procedures set out in this document are meant to provide a means to resolve a dispute between SSP and a complainant. It requires full commitment from all members of staff and management.

Type of Complaint

  • Complaint against a staff member
  • Complaint against the CEO
  • Complaint regarding general service provision
  • Complaint against a Board member

Complaints may be made by

  • Participants on SSP programmes
  • Organisations and agencies and / or their clients who have engaged in a programme supported / facilitated by SSP
  • A partner agency
  • A member of the public

It does not address complaints made by a staff member (these are dealt with through grievance and disciplinary policies and procedures) or by a Board member (also dealt with using the principles of the Grievance Policy). Any complaints regarding job applications will be dealt with through the Recruitment and Selection Policy.

Policy and Procedure

A complaint can be defined as an expression of dissatisfaction, made by a service user, or those acting on behalf of the user, or a partner agency, or a member of the public.  Complaints should be made in writing using our SSP Complaint Form (see attached).

  1.  Principles
  2. Complaint-handling procedures will be known and understood by staff, management and Board members, and will be made available to clientele, partner agencies and members of the public, as required.
  • SSP will provide a fair, full and impartial investigation, without penalty, in respect of the quality of our service, to the complainant.
  • The steps for making a complaint will be simple and transparent and are outlined below.
  • Confidentiality will be maintained at all times.
  • We will aim to resolve complaints within a 28-day timeframe.
  • The complaints procedure is without prejudice to the complainant’s statutory right to make a complaint elsewhere.
  • Acknowledgment of a complaint should be provided as soon as possible to the complainant.
  •  Procedure

Persons designated to handle complaints:

  • Project Managers
  • Programme Managers
  • The CEO
  • The Chairperson or Board Director

All service users and partner agencies should be informed that the above personnel, who will be named, will be designated to handle complaints, as appropriate.

Employees of SSP are obliged to participate in any investigation relating to complaints, as appropriate.

Complaint against a staff member

  • This complaint will be communicated to the appropriate designated person.
  • If the complaint is made verbally it will be recorded and the complainant will be asked to put the complaint in writing within a seven day timeframe.
  • The designated person will provide a Complaint Form to the complainant. This should be sent to the complainant on the day of the complaint.
  • Confirmation of receipt of the written complaint will be provided to the complainant.
  • The complaint will be investigated on receipt of the written complaint.
  • The appropriate designated person will investigate the written complaint.
  • The appropriate designated person should brief the CEO on any complaints arising.
  • The CEO will brief the Chairperson where this is deemed to be warranted.
  • The Chairperson will brief the Operations & Finance Group or the full Board where this is deemed to be warranted.

Complaint against the CEO

  • Any such complaint will be communicated to the Chairperson of the Board of Directors.
  • If the complaint is made verbally it will be recorded and the complainant will be asked to put the complaint in writing within a seven day timeframe.
  • The Chairperson will provide a Complaint Form to the complainant. This should be sent to the complainant on the day of the complaint.
  • Confirmation of receipt of the written complaint will be provided to the complainant.
  • The complaint will be investigated on receipt of the written complaint.
  • The Chairperson and/or another Director will investigate the written complaint.
  • The Chairperson will brief the Operations & Finance Group or the full Board where this is deemed to be warranted.

Complaint regarding general service provision

  • This complaint will be made to the appropriate designated person.
  • If the complaint is made verbally it will be recorded and the complainant will be asked to put the complaint in writing within a seven-day timeframe.
  • The designated person will provide a Complaint Form to the complainant. This should be sent to the complainant on the day of the complaint.
  • The complaint will be investigated on receipt of the written complaint.
  • Confirmation of receipt of the written complaint will be provided to complainant.
  • The appropriate designated person will investigate the written complaint.
  • The appropriate designated person should brief the CEO on any complaints arising.
  • The CEO will brief the Chairperson where this is deemed to be warranted.
  • The Chairperson will brief the Operations & Finance Group or the full Board where this is deemed to be warranted.

Complaint against a Board member

  • This complaint will be made to the Chairperson of the Board of Directors. In the event that the complaint is against the Chairperson on the Board, the complaint should be dealt with by another nominated Director of the Board.
  • If the complaint is made verbally it will be recorded and the complainant will be asked to put the complaint in writing within a seven-day timeframe.
  • The nominated Director / Chairperson will provide a Complaint Form to the complainant. This should be sent to the complainant on the day of the complaint.
  • The complaint will be investigated on receipt of the written complaint.
  • Confirmation of receipt of the written complaint will be provided to complainant.
  • The Chairperson and/or another Director will investigate the complaint.
  • The Chairperson will brief the Operations & Finance Group or the full Board where this is deemed to be warranted.
  • Investigation of complaints
  • Only complaints received on the SSP Complaint Form will be investigated (this may be via email or post, see appendix).
  • All investigations will take place within a 28-day period.
  • Any extension to the 28-day period will be mutually agreed by both parties.
  • All communication / meetings / interviews relating to a complaint will be recorded in writing.
  • The outcome of the complaint will be communicated to the complainant in writing within 14 days of completing the investigation.

Note: In certain circumstances the outcome of the complaint may require the invoking of another company policy or procedure, such as the grievance or disciplinary policy.

  •  Record Keeping

Complaint forms, correspondence, minutes of meetings and any paperwork relating to complaints, are retained on file by the appropriate designated person for a period of two years.

Please click here to download the Complaint Form.

https://southsidepartnership.ie/wp-content/uploads/2022/11/SSP-Complaint-Form.docx