Download a copy of our Compliments, Concerns and Complaints Policy and Procedure

Download a copy of our Compliments, Concerns and Complaints Policy Form here

Compliments, Concerns and Complaints

Home-Start aims to provide a high-quality, responsive service. We welcome opportunities to monitor and improve our services. We aim to work in an open and accountable way. We have a compliments, concerns and complaints policy and procedure to support transparency, fairness and a culture of continuous improvement. It is in everyone’s interest that concerns and complaints are resolved at the earliest possible stage. Many issues can be resolved informally, without the need to use the formal stages of the complaints procedure.

Complimenting Our Service

Compliments are valuable, welcome and important and when they are received, either verbally or in writing, they will be recorded. Compliments enable us to:

• understand that our service is being provided to the satisfaction of all third parties
• provide positive feedback to our staff and volunteers
• influence our organisational and service development
• inform our quality assurance programme

It is good practice to acknowledge compliments.

Concerns and Complaints About Our Service 

A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.

A complaint may be defined as ‘a situation or instance where either an individual or organisation considers that Home-Start has fallen short of their reasonable expectations and the complainant wishes to express their dissatisfaction about the action or a lack of action’.

Raising a concern or complaint provides Home-Start Spelthorne with an opportunity to learn and improve. The Board of Trustees need to know about concerns and complaints. We will always take your concerns or complaints seriously and record or respond to these as set out in the procedure which forms part of this policy.

Who Can Raise a Concern or Make a Complaint about Home-Start?

Anyone who encounters Home-Start can raise a concern/make a complaint, this could include:

• families who use Home-Start services
• carers or friends of people using a Home-Start service
• customers using Home-Start shops (if applicable)
• people who volunteer for Home-Start or another organisation
• people who work for partner agencies
• contractors or third parties which come into contact with Home-Start
• funders, grant making bodies
• members of the public.

This policy does not apply to any of the following:

• A safeguarding or child protection concern. Please see our Safeguarding Policy on how to raise concerns.
• An allegation against a member of staff or a volunteer in relation to safeguarding or child protection. Please see our Safeguarding Policy.
• Employees of Home-Start: The complaints policy and procedure is separate and distinct from the grievance and disciplinary procedures which enables employees to raise grievances in connection with their condition of employment and other employment-related matters.
• The disciplinary procedure: is used by the employer when an employee may be in breach of the terms of employment.  However, an investigation following a complaint may lead to disciplinary issues.

Our Approach

We undertake to ensure that:

• The process is as straightforward as possible to make a compliment, raise a concern or a complaint.
• Procedures are as fair, easy and transparent as possible for people who want to raise a concern or make a complaint.
• Staff and volunteers are sensitive and helpful to the complainant, and those acting on their behalf.
• Concerns and complaints are dealt with promptly, courteously, and discreetly (and are confidential where appropriate).
• Concerns and complaints will be recorded and reported to the Board of Trustees.
• Concerns or complaints made in good faith do not harm or prejudice the service that is given to the person who made the complaint.
• Concerns and complaints are dealt with efficiently, appropriately and are investigated within the agreed time frames set out in the policy.
• We respond decisively with an explanation, an apology where we have been at fault, or with information on the outcome.
• We learn from complaints and use them to make improvements in the way Home-Start and the wider Home-Start network work.

If you have a complaint about Home-Start Spelthorne it can be submitted in any of the following ways:

• By telephone 01784 463200
• By email info@home-Startspelthorne.org
• Or, if you prefer you can complete a form on our website (above).

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