The Volunteer Centre Sutton encourages users, volunteers and the general public to make suggestions and comments or to voice any concerns or complaints about the activities of the Bureau. The full Complaints, Suggestions & Comments Policy may be viewed by clicking this Link - These should be addressed to: The Chief Officer, 31 West Street, SUTTON, Surrey, SM1 1SJ. General enquiries: (020) 8770 4856 (with answer phone) Direct Services: (020) 8770 4858 (with answer phone) (020) 8770 4867 (text phone) Fax.: (020) 8642 7242 E-mail:
This e-mail address is being protected from spam bots, you need JavaScript enabled to view it
POLICY AND PROCEDURES SUGGESTIONS, COMMENTS AND COMPLAINTS For users, potential users and general public making enquiries POLICY AND GUIDANCE 1 INTRODUCTION As an organisation Sutton Volunteer Bureau wishes to be open and receptive to the suggestions, comments and complaints of all users. A wide range of users may use the procedure; however, it is helpful to define, in a broad sense, who they may be. For this policy and related procedures users are defined as: < Volunteers placed by Volunteers Placements (concerning the service received from the Bureau)< Service users< Carers< Those refused services< Advocates of users or carers< Potential users< General public making enquiries Funders, purchasing bodies and volunteers who provide services directly on behalf of the Bureau (eg. befrienders, shoppers, drivers, mentors, office volunteers, etc) will have arrangements that are separate and distinct from the Grievance and Disciplinary Procedure. The Grievance Procedure enables employees to raise grievances in connection with their conditions of employment and other related employment matters, whilst the Disciplinary Procedure is used by the Employer when an Employee may be in breach of the Terms of Employment. It is, however possible that the investigation of an issue raised under these procedures may lead to disciplinary action. The aim of this policy and related procedures is to ensure that the suggestions, comments and complaints procedure is effective and accessible. Sutton Borough Volunteer Bureau undertakes to make available a copy of the procedure to all Bureau staff, Bureau office volunteers and Bureau Trustees. The organisation will offer training in dealing with suggestions, comments and complaints in a positive and constructive manner to all staff, office volunteers and Trustees. 2 PURPOSE OF THIS SUGGESTIONS, COMMENTS AND COMPLAINTS PROCEDURE
The reasons for introducing the procedure are many and varied but relate to the philosophy and principles which guide the work of Sutton Volunteer Bureau. This procedure should be seen as a part of the mechanism needed to enable users to participate in the organisation's development and to enable weaknesses in the operation of the organisation to be identified so that services can be improved, flexible and responsive to need. By having a suggestion, comments and complaints procedure as opposed to a complaints procedure we are encouraging positive criticism and producing a model which encourages and empowers users to make comments and suggestions (both good and bad) about the work of this organisation. With this approach we hope to maintain a preventative aspect and encourage users to participate prior to a crisis point. The main reasons for introducing this procedure are: < to protect the individual;< to improve the quality of the services provided by being responsive to the views of people in and out of the organisation;< to protect the rights of users and potential users to have access to the services;< to enable users and potential users to challenge what may appear to be arbitrary decisions;< to protect staff and voluntary workers from the consequences of what may otherwise appear to be arbitrary procedures for dealing with suggestions, comments and complaints on an ad hoc basis;< to provide an additional means of monitoring the performance of the organisation. The above are based on the assumption that staff and users know what to expect from the services on offer. Sutton Volunteer Bureau produces comprehensive quality standards, guidelines and information about its services. 3 WHAT MIGHT USERS MAKE SUGGESTIONS, COMMENTS AND COMPLAINTS ABOUT? It is for users to determine the nature of the suggestion, comment or complaint and which of the three it may be. By way of an example, suggestions, comments and complaints may relate to: < the quality and nature of the service provided;< refusal of a service;< the conduct of staff or voluntary worker;< administration of the organisation;< discrimination;< provision of inaccurate information;< failure to provide information;< failure to follow agreed policies and procedures;< unreasonable delays. 4 HOW DO WE ENSURE ACCESS TO THE PROCEDURE? All staff, volunteers and Trustees will have access to a copy of the procedure and publicity materials. Training will be developed to ensure sensitive and consistent handling of suggestions, comments and complaints. It is important that this procedure is seen as a positive addition to the work of the organisation and not as a threat to individual members of the "team".Sutton Volunteer Bureau staff will be expected to respond sensitively and helpfully to users of the service or those acting on their behalf who may be expressing a concern with regard to the delivery of service.
Leaflets and posters informing users of the procedure will be prominently displayed in the reception area of Sutton Volunteer Bureau. Users will be encouraged to take a leaflet and to give views on any aspect of the organisation. Information will also be contained in service leaflets. 5 MONITORING A log of all suggestions, comments and complaints will be kept and a report will be made to each Board meeting. All formal complaints will be reported to the Chair of the Board as and when they arrive. SUGGESTIONS, COMMENTS AND COMPLAINTS For users, potential users and general public making enquiries INFORMAL PROCEDURE1 MAKING AN ANONYMOUS SUGGESTION, COMMENT OR COMPLAINT | Individual| | | Suggestion or comment or complaint| | | Write or place in anonymous suggestions, comments and complaints book/box |
An "anonymous" suggestions, comments and complaints book or box will be available for users to record their thoughts in. This will be very informal and anonymous. It will not require individuals to deal directly with a member of staff or volunteer. A suggestions, comments and complaints book or box will be made available at all Sutton Volunteer Bureau outlets. These books or boxes will make a reference to the fact that specific incidents cannot be dealt with as a result of anonymous suggestions, comments or complaints, only general issues will be dealt with. Users will be encouraged to speak to someone about specific issues. The "suggestions, comments and complaints" books or boxes will be monitored regularly by the Chief Officer and action taken as appropriate. The newsletter and Annual Report and other appropriate media will be used to report back on action or non-action as a result. The Chief Officer will make a report to the Board of Trustees at each Board Meeting. 2 MAKING A SUGGESTION /COMMENT /COMPLAINT THAT IS NOT ANONYMOUS | Individual| | | Suggestion or comment or complaint| | | Make suggestion, comment or complaintto staff member or volunteer| | | Record in formal suggestions, comments and complaints bookand deal with as appropriate |
Most suggestions, comments or complaints can be dealt with in an informal way. Thus, people will be encouraged, in the first instance, to discuss their suggestions, comments or complaints with the relevant member of staff or volunteer. The member of staff or volunteer will record the details in the "formal suggestions, comments and complaints" book; they will allocate each new complaint with a complaints number and will record: Ø subject of the suggestion, comment and complaint and indicate which of the three it is;Ø any relevant action taken;Ø the name, address and telephone number of the user;Ø the date on which the suggestion, comment or complaint was made;Ø the name of the staff member/ volunteer taking the complaint and dealing with it. The staff member or volunteer must bring the incident to the attention of the line manager. This record book is confidential and must be treated as such. It will be stored in a safe and secure manner, usually in the Chief Officer's office. The "formal suggestions, comments and complaints" book will be monitored regularly by the Chief Officer and action taken as appropriate. Suggestions, comments or complaints received by post should be entered in this book and then dealt with as appropriate. For suggestions, comments and complaints received outside the main office a formal complaints form must be completed (CF1). Suggestions, comments or complaints about the Chief Officer will be entered in the book and then immediately referred to the Chair of the Board of Trustees who will take the necessary action. If an issue cannot be dealt with at this stage then the formal complaints procedure should be activated. 3 MONITORING The Chief Officer will report to the Board of Trustees at each Board meeting on suggestions, comments and complaints received and action taken. Website: www.vcsutton.org.uk |
