Complaints Procedure

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Complaints Procedure

Guide to NCDV Complaints Procedure

NCDV seeks to provide a high quality, caring and informed service. We are constantly working to ensure the service we provide best meets the needs and concerns of our service users. If you believe you have not received the level of consideration and information you expect, we ask you to tell us about it. Your complaints provide us with information about where you think we are going wrong, and also what you think of us. We take your complaints seriously and will investigate them so we can respond appropriately to you and learn and improve our service.

Principles

  • A complaint for the purpose of this policy is an expression of dissatisfaction about the service, whether it is found to be justified or not.
  • Our policy covers complaints about;
    1. the standard of the service we provide
    2. the behaviour of staff working on the helpline or casework team
    3. the conduct of 3rd parties arranged by NCDV*
  • Our complaints policy does not cover;
    1. comments or dissatisfaction about our policies or policy decisions
    2. matters that have already been fully investigated through this complaints procedure
  • We will not investigate complaints raised more than six months after the initial contact unless there are exceptional circumstances as to why the complaint could not have been brought forward within this timescale.
  • If you do not wish to provide your information when making a complaint we will be unable to provide feedback but will always conduct the same thorough internal investigation into any issues raised.

The following will tell you:

  1. How to complain to NCDV
  2. How we will deal with your complaint
  3. What to do if you remain dissatisfied

How to Complain

In the first instance a complaint should be submitted in writing to either complaints@ncdv.org.uk or to NCDV, Bramley House
The Guildway, Old Portsmouth Road, Guildford, Surrey, GU3 1LR. If for any reason this is not possible for you then you may request a reasonable adjustment and a manager can call you to receive your complaint verbally when one is available.

To help us deal with your complaint effectively you should include details of what the problem is, how it occurred, how it has affected you and what you consider we should now do to put the matter right or prevent it happening again. You should also include details of the time and date of your call if applicable, your name and a contact number or address so that we may respond to you.

How will you deal with my complaint?

Complaints often differ in nature and complexity and in dealing with any complaints made in accordance with the Complaints Procedure we will seek to apply three basic principles.

  • To investigate as quickly and impartially as possible.
  • To provide you with a full response outlining the findings of the investigation and wherever possible resolving the matter to your satisfaction.
  • To keep the steps of the Complaints Procedure, as set out below, separate from each other.

What are the steps of the Complaints Procedure?

  • We will acknowledge your complaint within 3 working days of its receipt. – If by post it shout be date stamped with a company stamp.
  • A manager will investigate the complaint, speaking directly with the party who the complaint is regarding.
  • Having spoken to all relevant parties, the manager will respond to the complainant within 14 working days from the date of receipt. If we need longer to investigate the complaint the complainant will be contacted within those 14 working days from the date of receipt and notified.
  • The response may include the following depending on the circumstances and investigation findings.
  • An explanation and apology
  • An explanation of our policy
  • An indication of changes made as a result of the complaint
  • Notification of any disciplinary action taken against the employee
  • Notification of any conversations had with any relevant 3rd party
  • Advice regarding complaints made about any 3rd parties

What if I am still not satisfied?

If you feel that the situation has not been satisfactorily dealt with, the final appeal may go to the Board of Directors. They can be contacted by the same means as above.

A representative of the Board will respond to the complaint within three weeks from the date of receipt, if they cannot respond within three weeks the complainant will be notified.

There will be no further opportunity to appeal against the Board’s decision.

If you are still not satisfied following the determination of a board member, you can raise your concerns with the Office of the Regulator of Community Interest Companies by clicking here.

If the complainant wishes to complain about a separate issue they must follow the complaints procedure from the initial stages as outlined above.

Details of complaints are kept on file for twenty-four months.

This policy was updated on the 22nd of December 2022 and will be reviewed on a regular basis

*Please note complaints regarding 3rd parties should be directed to them in the first instance however NCDV will always provide advice and take steps where possible to help find a resolution.

**For complaints regarding data breaches or how we have handled your data please see our privacy notice or ask for a copy to be sent to you via email or post by calling us on 0800 970 2070.