Complaints Procedure

STAGE ONE

If you have a usual contact at SSJ, such as a Support Worker or a Housing Management Worker, you should contact them in the first instance to lodge your complaint. If you don’t have a usual contact, then telephone the Admin Team at our Head Office.

The member of staff you speak to will ask for the following information:

• Your name and a contact telephone number and address
• The best way to contact you again
• The details of your complaint
• Whether you have any special needs we must consider, such as a language difficulty or a sensory impairment
• What outcome you are seeking

The information you provide will be written down and your complaint will be passed to the most appropriate person for investigation.

You can make your complaint anonymously and it will still be investigated but it will be more difficult to provide you with any feedback.

Within five working days you will receive a letter acknowledging receipt of your complaint. The letter will:

• Provide you with a Complaint Record number of future reference
• Confirm the date on which your complaint was received
• Provide the name of the person who will be investigating your complaint (usually a Manager)
• Provide the date when you can expect to hear from the Investigator

If your complaint is one that can easily be resolved, this letter may also contain details of the investigation and the resolution reached.

Within two weeks of making your complaint, you can expect to receive further written correspondence from the Investigator, either providing you with the result of the investigation or informing you that they need more time to investigate your complaint.

You will be given reasons for the need to extend the time frame for the investigation.

If, after you have received this correspondence, we do not hear anything else from you within two weeks, we will assume that you are satisfied with the outcome and your complaint will be closed. You will then receive a Complaints Feedback form to complete and return to us.