COMPLAINTS PROCEDURE
Introduction.
The Echo Society views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is:
• To provide a complaints procedure which is clear and easy to use for anyone wishing to make a complaint.
• To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint.
• To make sure everyone at The Echo Society knows what to do if a complaint is received.
• To make sure complaints are investigated fairly and in a timely way.
• To make sure that complaints are, wherever possible, resolved and that relationships are repaired.
• To make sure that if a complaint is narcissistic abuse - controlling or coercive behaviour or in any way vexatious, we shall not correspond with you about it.
• To gather information which helps us to improve what we do.
DEFINITION OF A COMPLAINT.
A complaint is any expression of dissatisfaction, whether justified or not, about any aspect of The Echo Society.
Who can complain?
Anyone who is:
• receiving a service from The Echo Society.
• caring for someone who has a complaint.
• has been refused a service which they think they may need.
CONFIDENTIALITY.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
How to complain?
The Echo Society would like to sort out any complaint as soon as possible. Many complaints can be resolved informally. In the first instance, if you feel able, speak to the member of the team who is working with you or ask to speak to their supervisor, who will try to sort the matter out.
If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint by completing the online service feedback form and we will aim to get back to you within 10 working days.
What if you are still not satisfied?
We really hope that will be able to respond to your complaint in a satisfactory way. However, if you are still unhappy you can contact the Manager, by contacting us by clicking here.
The Manager will then investigate the problem and get back to you within 15 working days. If your complaint has still not been resolved at this point we will talk to you about what can happen next.
OUR PLEDGE.
We treat all comments and complaints as an opportunity for improvement. We are happy to acknowledge if we have made a mistake, apologise and try to prevent it from happening again in the future.
Thank you for helping us to improve our service.
