Complaints Policy
Table of Contents
Purpose and Scope
The purpose of this complaints policy is to provide parents, carers, and stakeholders with a clear and accessible process for raising concerns or complaints regarding the services provided by Autism Arena. We value feedback as an essential part of our commitment to continuous improvement and quality service delivery. This policy applies to all complaints received from parents, caregivers, and stakeholders about the services, programs, and activities offered by Autism Arena.
Definition of a Complaint
A complaint is any expression of dissatisfaction regarding:
- The quality of services provided
- Staff conduct or professionalism
- Communication with parents and caregivers
- Policies and procedures affecting service delivery
- General organisational practices impacting families
How to Make a Complaint
Complaints can be made by emailing info@autismarena.org.uk
When making a complaint, please include:
- Your name and contact information.
- A clear description of your complaint.
- Any relevant details or supporting information (e.g., dates, names of staff involved).
Complaint Handling Process
- Acknowledgment – All complaints will be acknowledged within 5 working days of receipt.
- Investigation – Complaints will be investigated by our Chief Executive Director. The investigation may involve reviewing relevant documents, interviewing staff, and seeking clarification from the complainant.
- Response – We aim to provide a full response to complaints within 20 working days. If more time is needed, we will inform the complainant of the delay and provide an estimated timeline for resolution.
Support for Complainants
Autism Arena understands that making a complaint can be challenging, especially for parents and carers. Therefore, we encourage complainants to bring a friend or advocate to meetings if desired.
Escalation of Complaints
If you are not satisfied with the response to your complaint, you may escalate your complaint by requesting a review by the Board of Directors.
Confidentiality
All complaints will be handled confidentially. Information will only be shared with those directly involved in the investigation and resolution process. Personal data will be stored in accordance with relevant data protection laws.
Learning from Complaints
Autism Arena are committed to learning from complaints to improve our services. We will regularly review complaints data and feedback to identify trends and areas for improvement.
Contact Details
If you have any questions or concerns about this, please contact:
Chief Executive Director: Gillian Rogers
Email: gillian@autismarena.org.uk
This policy came into effect on 1st October 2024.
We are committed to reviewing our policy and good practice annually.
This policy was last reviewed on: 01/10/24
Signed:
Date: 01/10/24