complaints policy and procedure

Withington Child Contact Centre aims to provide families and referrers with the best possible service.  However, from time to time there may be occasions when users of our centre feel that the quality or level of service falls short of what can reasonably be expected from a free, voluntary service.  If you have a complaint, we would like you to tell us about it.

  1. Complaints should be made initially to the Team Leader on duty on the day.  If the complaint cannot be satisfactorily resolved then and there, brief written notes of the complaint and the circumstances that led to it should be made and the complainant should sign and date the note.

  2. These notes will then be given to the Centre Coordinator, or Assistant Coordinator if the Centre Coordinator was on duty at the time of the complaint.  (The contact details of the Assistant Coordinator can be obtained from the Centre Coordinator.)  They will then investigate the circumstances in so far as the Withington Child Contact Centre is concerned and make notes about the matter, which will be signed and dated.

  3. The Centre Coordinator (or Assistant Coordinator) will then discuss the matter with the complainant and will attempt to resolve the issues to the satisfaction of all concerned.

  4. If this is not possible, the complainant will be invited to submit details in writing within 7 days to the Chair of the Management Committee, who will acknowledge receipt of the complaint.  (The contact details of the Chair can be obtained from the Centre Coordinator.)

  5. The Chair of the Management Committee will investigate the complaint and send a written reply to the complainant within 30 days, or explain why further time is needed. The reply will:

    1. Set out the complaint so the complainant can be sure the complaint has been understood

    2. Describe the event and the circumstances surrounding it

    3. Say whether or not the complaint is deemed to be fair, giving reasons for the decision.  It should be noted that if such an admission could have legal/insurance implications, the Chair of the Management Committee will have taken legal advice

    4. If the complaint is deemed to be fair, apologise on behalf of the Contact Centre and explain the steps that have been taken to avoid it happening again

  6. If the complainant wants to have his/her complaint heard at a Management Committee Meeting of the Withington Child Contact Centre, he/she may bring a friend who can speak for the complainant (if appropriate).  Three members of the Management Committee (excluding the Chair) will hear the complaint.  Both the complainant and the person against whom the complaint has been made will be allowed to have their say and all previous written notes, and the Chair's investigations, will be taken into account.  A written decision will be sent to all involved as described in paragraph 5 above.  This decision will be final.

  7. Written records of all complaints will be held by the Chair of the Management Committee, including any written legal or insurance responses.  This will be kept in a strictly confidential file.  These complaints will be reviewed from time to time to see if lessons can be learned and procedures improved.

  8. This complaints procedure will be reviewed yearly.  This procedure was last reviewed in ​March 2019.

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