Complaints Procedure
It is hoped that through parent / staff partnerships and good communication, any concerns can be dealt with immediately and resolved by your child's key worker and / or manager. However if you wish to raise a concern or complaint please feel free to do so with the manager. If you are dissatisfied with the outcome, you can make a prompt appointment to discuss this with the Directors, Mr and Mrs Reilly.
We shall, when unable to inform you immediately of the action taken, do so in writing within 28 days. A written record of concerns, complaints and outcomes shall be held in the Office, which you will be asked to sign and issued with a copy. All complaints and concerns will be treated formally and with understanding. The Confidentiality Policy will be upheld at all times.
Process
- Raise concern / complaint with Management.
- Management will complete a Concern / Complaint Form with parent, and investigate.
- Management will record investigation and outcome on Concern / Complaint Form, and respond to parent. This will be done in writing within 28 days.
- Management will meet with parent to review outcome and ensure parent is satisfied.
- If parent is unsatisfied with the outcome, an appointment will be made with the Directors.
If no satisfactory result is achieved after following these procedures, parents can contact the Complaints Officer:
Scottish Commission for the Regulation of Care
Central West Region
Paisley Piazza
Smithill Street
Paisley
PA1 1DD
Tel: 0141 843 4230
Should a complaint be raised to a staff member, the staff member should refer the parent to the Manager. The staff member should immediately inform the Manager of any complaint raised.
