Complaints And Feedbacks Policy

Effective Date: [26/02/2025]
Last Reviewed: [26/03/2025]

1. Introduction
At SPLAOCH Care Foundation Ltd, we are committed to delivering high-quality support and services to single parents with complex health challenges, young carers, and disadvantaged children. We value honest feedback—both positive and negative—as it helps us to improve our services and address concerns effectively. This policy provides a structured approach to handling complaints and feedback in a fair, timely, and transparent manner.

2. Scope
This policy applies to:
• Service users (parents, young carers, children, and families).
• Volunteers, staff, and trustees.
• Funders, sponsors, and community partners.
• Members of the public interacting with our services.
We encourage all stakeholders to provide feedback, suggestions, and complaints when necessary.

3. Our Commitment to Handling Complaints and Feedback
SPLAOCH Care Foundation Ltd is committed to:
• Treating all complaints seriously, fairly, and with confidentiality.
• Providing a clear and accessible process for submitting feedback or complaints.
• Resolving complaints in a timely and professional manner.
• Using feedback to continuously improve our services and operations.

4. Providing Feedback
We welcome all forms of feedback, including:
• Positive feedback (compliments, suggestions for improvement).
• Constructive criticism on how we can better support our community.
• Formal complaints regarding our services, staff, volunteers, or policies.
📩 How to Submit Feedback
• Email: [splaochcarefoubdation@gmail.com]
• Phone: [+447512861322]
• Online Form: [www.splaochcarefoundation.org]
• In-Person: Speak to a staff member or request a feedback form at our office.

5. Complaints Procedure
We recognize that concerns may arise, and we are committed to addressing them fairly.
Step 1: Informal Resolution
Where possible, we encourage individuals to raise their concerns informally with a staff member or volunteer. Many issues can be resolved quickly through open discussion.

Step 2: Formal Complaint Submission
If the issue cannot be resolved informally, a formal complaint can be submitted via:
📧 Email: [splaochcarefoundation@gmail.com]
📞 Phone: [+447512861322]
📍 Letter to: [29 STERRY ROAD, DAGENHAM RM108PB]
What to Include in Your Complaint:
• Your name and contact details.
• A clear description of the complaint.
• Any supporting documents or evidence.
• The desired resolution or outcome.

Step 3: Acknowledgment & Investigation
• Complaints will be acknowledged within 5 working days.
• A designated team member will investigate the complaint, ensuring fairness and confidentiality.
• A formal response will be provided within 15 working days.

Step 4: Appeal Process
If you are unsatisfied with the resolution, you may request a review by a senior staff member or trustee. Appeals must be submitted within 10 working days of receiving our response.

Step 5: Final Resolution & Learning
• A final decision will be made within 20 working days.
• We will use complaint outcomes to improve our policies and services.

6. Confidentiality & Protection
• All complaints will be handled with strict confidentiality.
• No individual will be penalized for submitting a genuine complaint or feedback.
• Anonymous complaints will be considered but may be harder to investigate fully.

7. Monitoring & Review
To ensure effectiveness, we will:
• Regularly review and update this policy.
• Monitor patterns in feedback and complaints to improve services.
• Provide staff training on handling complaints professionally.

8. Contact Us
📧 Email: [splaochcarefoundation@gmail.com]
📞 Phone: [+447512861322]
📍 Address: [29 STERRY ROAD DAGENHAM, RM108PB. LONDON UNITED KINGDOM].
We appreciate your feedback and are committed to providing a transparent, fair, and effective complaints process.
Signed:

[MS FRANCESS H MASSAQUOI]
[DIRECTOR]
SPLAOCH Care Foundation Ltd