Publicised Contact Details for Complaints
Written complaints may be sent to:
Sefton Support Group
1 Duke St, Formby, Merseyside
Email: hello@seftonsupportgroup.org
Verbal complaints may be made by phone at 01704 879352 or in person to any volunteer or trustee at the above address.
Receiving Complaints
Complaints may arrive through publicised channels or any other contact method available to the complainant.
Complaints received by telephone or in person need to be recorded. The person receiving the complaint should:
- Write down the facts of the complaint.
- Take the complainant’s name, address, and telephone number.
- Note down the relationship of the complainant (e.g., client, therapist, volunteer).
- Inform the complainant about the complaints procedure.
- Explain what will happen next and provide an estimated response time.
- Where appropriate, request a written account via post or email for record-keeping.
Resolving Complaints
Stage One
In many cases, complaints can be resolved by the person responsible for the issue. If this is possible and appropriate, the matter should be handled promptly.
Regardless of resolution, all complaints must be reported to Mr. P Dunning, who will log the complaint and, if necessary, delegate an appropriate person to investigate.
If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.
Complaints should be acknowledged within one week, with details on who is handling the case and when the complainant can expect a response. A copy of this policy should be provided.
A full response should ideally be given within four weeks. If an investigation takes longer, a progress report should be sent with an estimated completion date.
The response should outline:
- The investigation process.
- Conclusions reached.
- Any actions taken as a result.
Stage Two
If the complainant is not satisfied with the Stage One resolution, they may request a review at Board level. At this stage, the complaint is passed to Mr. J McEvoy.
The request should be acknowledged within one week, with details on who will handle the case and an expected response timeline.
Mr. J McEvoy may review the case personally or delegate a senior person to do so. This review may include examining documentation and speaking to the person responsible for Stage One.
If the complaint relates to a specific person, they should be given another opportunity to respond.
A final response should be provided within four weeks. If an extension is necessary, the complainant will receive a progress report.
Whether upheld or not, the response will detail:
- The investigation process.
- Findings and conclusions.
- Any actions taken.
The Board’s decision at this stage is final, unless external mediation is deemed necessary.
External Stage
The complainant may contact the Charity Commission at any stage for further action.
Variation of the Complaints Procedure
The Board may modify the complaints procedure when necessary to avoid conflicts of interest. For example, a complaint about the Chair should not be reviewed by the Chair.
Monitoring and Learning from Complaints
Complaints are reviewed annually to identify trends and inform necessary improvements.
Practical Guidance for Handling Verbal Complaints
- Remain calm and respectful throughout the conversation.
- Listen actively—sometimes a complainant just needs to express their frustration.
- Avoid debating the facts initially, especially if the complainant is angry.
- Show interest and allow the person to explain in their own words.
- Clarify details if necessary.
- Reflect back what has been noted to confirm understanding.
- Acknowledge the person’s feelings, even if they seem unreasonable (e.g., “I understand this is frustrating for you”).
- If the charity is at fault, provide an appropriate apology.
- Ask what the complainant would like done to resolve the issue.
- Be clear about what can be done, the timeline, and the steps involved.
- Do not make promises that cannot be fulfilled.
- Provide valid reasons if a request cannot be met.
- Ensure the complainant understands the next steps.
- Where applicable, inform the complainant about the available appeals process.
This is the Complaints Policy of Sefton Support Group.
