COMPLAINTS

COMPLAINTS POLICY

1. AIMS

1.1 To ensure that the standards of service determined by BBS are being implemented effectively.

1.2 To ensure that a structure exists which respects the rights of clients and others to be heard, to make complaints and to offer suggestions.

2. OBJECTIVES

2.1 To ensure that the complaints procedure is fully accessible to all who wish to make use of it.

2.2 To ensure that BBS staff and volunteers are aware of the rights of clients and others, both within and outside of the organisation, to complain.

2.3 To ensure that clients and others, both within and outside of the organisation, are aware of the procedure to follow in order to initiate a complaint if they are dissatisfied with the service they have received.

3. STRUCTURE

3.1 Policy Statement on Complaints Procedure

3.2 Standard for Complaints Procedure

3.3 Complaints Leaflet

3.4 Complaints Form

3.5 Action Flowchart

3.6 Concerns/Complaints Register

3.7 Record of Complaints Investigations and Outcomes

3.8 Statement for Inclusion in BBS Information Publications

3.9 Guidance Notes for Investigators of Complaints

3.10 Disciplinary Procedure for Persons Within the BBS Organisation

3.11 Training Programme for BBS Staff and Volunteers in Handling Complaints

3.12 Guidelines for Professional Practice Regarding Complaints

4. PROCESS

4.1 The public is to be made aware in BBS information publications that a Complaints Procedure exists within the organisation and that an explanatory leaflet is available on request.

4.2 Upon receipt of a concern or informal complaint, an attempt is to be made by one of the two designated Complaints Officers to resolve the Complainant’s concerns and an entry will be made in the CONCERNS/COMPLAINTS REGISTER. All documentary records of concerns and complaints will be kept for a period of TWO years following the finalisation of the Complaints Procedure.

4.3 If, at this preliminary stage, resolution is not achieved to the satisfaction of the Complainant, a COMPLAINTS LEAFLET and a COMPLAINTS FORM is to be sent out. These documents are to be stocked at, and issued from the BBS office.

4.4 Complaints must be reported within THREE months of the event, using the BBS COMPLAINTS FORM, in order to be considered as a registerable complaint.

4.5 The COMPLAINTS LEAFLET and COMPLAINTS FORM are to be sent out within FIVE working days of receipt of a Complainant’s request and a note made in the CONCERNS/COMPLAINTS REGISTER. The Register Entry Number is to be written on the form. At this stage, the BBS Chairperson is to be informed.

4.6 When a completed COMPLAINTS FORM is returned to the BBS Chairperson, this constitutes a formal complaint and must be acknowledged within FIVE working days of receipt of the form. The Chairperson will then inform the BBS Management Committee of the formal complaint and set the Complaints Procedure in motion.

4.7 When a completed COMPLAINTS FORM is received which might lead to legal or criminal proceedings, or litigation for negligence, the BBS Chairperson is to inform the Insurance Company who provides BBS with Professional Indemnity Insurance.

4.8 When a COMPLAINTS FORM is not returned, but the original allegations give rise to concern about the behaviour of a BBS volunteer or paid member of staff, the Chairperson will appoint one or more persons who will act impartially to investigate the situation and, if necessary, activate the disciplinary procedure.

4.9 The BBS volunteer or staff MEMBER COMPLAINED AGAINST must be informed that a formal complaint has been made against them and given an opportunity to respond. It may be necessary to suspend the MEMBER COMPLAINED AGAINST if the strength or nature of the allegations warrants such action.

4.10 If a complaint is made against a member of BBS about a theft from a client, the Police must be informed as soon as is practically possible and within 24 hours, and the Public Liability Insurers of BBS informed. Any minor gift given to a member of BBS by a client or a member of the public must be registered at the BBS office. Valuable gifts of any kind offered to volunteers, staff members or the organisation are to be refused and this refusal registered at the BBS office.

THE INVESTIGATION OF COMPLAINTS

4.11 The investigation of a complaint against a member of the BBS organisation is to be undertaken at the direction of the Chairperson. The Chairperson is accountable to BBS for the conduct of that investigation, in accordance with the GUIDANCE NOTES OF INVESTIGATORS OF COMPLAINTS and the GUIDELINES FOR PROFESSIONAL PRACTICE REGARDING COMPLAINTS.

4.12 The Management Committee is to be informed of the complaint by the Chairperson who will then appoint an appropriate person(s) to carry out an investigation. This person(s) must not be a friend or colleague of anyone under investigation.

4.13 The investigator(s) is to report back to the Chairperson and be available to clarify any matters in a joint meeting with the Management Committee. The Chairperson, in consultation with the Management Committee, will decide what action is to be taken and, if necessary, in accordance with the DISCIPLINARY PROCEDURE FOR PERSONS WITHIN THE BBS ORGANISATION.

4.14 The Chairperson is to write to the Complainant within FOUR weeks of the acknowledgement of the complaint, informing them of the outcome of the investigation or, if the investigation requires more time, an indication of the time within which the matter is to be resolved and when the Complainant will be written to again.

4.15 The Chairperson is responsible for ensuring that each step of any complaints investigation is recorded in the RECORD OF COMPLAINTS INVESTIGATIONS AND OUTCOMES.

APPEALS

4.16 If the Complainant is not satisfied with the outcome of the BBS internal investigation, the Chairperson is to advise the person to write to the British Association of Counselling (BAC), giving the reference number on the COMPLAINTS FORM and stating why an appeal is sought.

4.17 The decision of the BAC Appeals Panel will be the final decision of the BBS Organisation.

5. CONFIDENTIALITY

5.1 Any person who is not party to the complaint is not entitled to copies of any document which comes into the possession of BBS as a result of the complaint.

5.2 Persons taking part in the Complaints Procedure are required to maintain confidentiality in order to avoid prejudicing the procedure’s outcome or exercising an improper influence upon it.

6. DECLARATION OF INTERESTS

6.1 Any person involved in directing or actioning the Complaints Procedure Process, in whatever capacity, has a duty to declare any interest that may compromise their impartiality.

6.2 When appearing at an investigation meeting both the Complainant and the Member Complained Against may be accompanied by a person who may support and can represent them.

6.3 All evidence, submission and witness statements will be open and available to all parties concerned.