If you wish to make a formal complaint
Signs of Hope aim to provide a quality service to all the users of our services and if we fail to do this we want to know about it. This will enable us to not only deal with the specific problem, but also to avoid it happening again.
This complaints procedure sets out the process for making a complaint and the procedure that should be followed when alerted to a complaint.
If you are dissatisfied with our service and wish to make a formal complaint, please contact Signs of Hope by telephone or in writing: The Management Board, Signs of Hope, Lindisfarne House, 4 Barbourne Terrace, Worcester, WR1 3JS
We operate a three-stage internal complaints procedure.
The complaint should be made either in writing or by a request to make a verbal complaint. If possible, this should be directed at the person who the complaint is about. If the complainant would prefer not to do this they should contact a Director at Signs of Hope main office. The complainant may choose to work with a third party and the complainant will be asked to sign that they agree with the record made.
Stage one: Review by Signs of Hope
We will acknowledge receipt of the complaint within 5 working days of receiving notification, and the complainant will be invited to speak to the appropriate line manager – either over the phone or in person. At this stage the complaint will be recorded in the complaints monitoring sheet. The line manager will seek details of the complaint and carry out a full investigation into the circumstances.
The Director will inform the Full Board of the existence of a complaint and will investigate the complaint and attempt to resolve it. The complainant should provide all necessary details to ensure the investigation is as thorough as possible. The investigation may include asking staff to put forward their account.
The Director will ensure that all complainants receive a response in writing within 15 working days of the complaint being formalised in writing, however if the issue is complicated any delay will be explained. The letter will summarize the investigation and what action, if any is proposed to resolve the matter.
If the complaint is upheld, you will receive a full apology and, where appropriate, be given details of any action that Signs of Hope was able to take to retrieve the situation or at least put things right for the future. The aim is always to achieve resolution at the earliest stage possible.
Stage Two: Appeal and Review
The response you receive from the Signs of Hope Director will also inform you of your right to ask for a review of the investigation should you not be satisfied with the outcome of stage one. Details of how to do this will be provided.
Signs of Hope has few lines of management. This is why complaints are first handled by a Director and why the next stage is the responsibility of the Full Board that is the ultimate authority of the company.
Unresolved complaints will be referred to the Full Board of Signs of Hope. The board will review the paperwork, decisions taken and may seek further clarification from any of the parties involved.
The Full Board will notify the complainant of its final decision within 15 working days of having received notice of the complaint. If the complaint remains unresolved to your satisfaction 8 week from the time you first contact us we will issue a final response letter. The board’s decision will be final. The Chair of the Board will be responsible for ensuring record and kept and the Complaints monitoring form is completed.
Financial Ombudsman Service
If we take more than eight weeks to send a final response, or you don’t think we’ve resolved your complaint, you can contact the Financial Ombudsman Service.
For more information, you can visit www.financial-ombudsman.org.uk or call them on 0800 023 4567 or 0300 123 9123.
You can email them at firstname.lastname@example.org or write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London, W14 9SR.
You must refer your complaint to the Financial Ombudsman Service within 6 months of the date of our final response.
Recording and Monitoring Complaints
All complaints will be recorded and kept on file.