Complaints Process
HCHfH aims to provide all clients, staff and volunteers with a great service. However, we acknowledge things can go wrong and we operate a fair and transparent complaints procedure. This is a two-stage process and we take all complaints seriously and treat them as learning opportunities.
Stage 1 – Complaint should be lodged within three months of an incident. Complaints, in either verbal or written form, should be reported to the appropriate Trustee/Line Manager with all relevant information including date, time, place, incident and people involved. The complaint will be dealt with by the person you have addressed the matter to. We aim to investigate and respond to any complaint within 10 working days. i.e. if you address the complaint To The Manager then is will be dealt with by the line manager of the person/s you have made the complaint about, if you address the complaint to a named manager or Trustee then the complaint will be dealt with by the person you have addressed the complaint to.
Stage 2 – If you remain dissatisfied after this, the Trustee Board will take steps to investigate and conduct an independent review of your complaint and our response. You will receive a written response of the panel’s deliberation and decision within 28 days.