Complaints Procedure

COMPLAINTS PROCEDURE

‘Taking Positive Steps’ has a full complaints policy and procedure which is available on request. The complaints procedure has three levels, however it is our aim to deal with all complaints at the lowest appropriate level, and whenever possible resolve issues directly between the complainant and the subject of the complaint.

Nevertheless, it is recognised that this is not possible in all circumstances, and in such circumstances our formal process for making a complaint will be followed.

Complaints can be made to a staff member, senior staff or any Director. All complaints can be made verbally or in writing, however it is the policy of ‘Taking Positive Steps’ that formal complaints are made in writing.

Persons entitled to complaint are:

  1. a) Any young person who is being child who is being provided a service by ‘Taking Positive Steps’ or a person acting on behalf of the young person.
  2. b) A parent of the young person or the person with parental responsibility.
  3. c) Any ‘Taking Positive Steps’ partner agency.
  4. d) Any ‘Taking Positive Steps’ staff member.
  5. e) Such other person as ‘Taking Positive Steps’ considers has sufficient interest in the young persons welfare to warrant his or her representations being considered by them.

 

Appointment of Independent Persons

‘Taking Positive Steps’ will appoint an independent person to take part in all formal stages of any complaint that we are asked to consider.

If a complaint is made against the Responsible Individual, then the other Directors will be involved in identifying an independent senior person to act as a Complaints Officer who is totally independent of the taking Positive Steps and Associates.   Any recommendation made by the independent person or complaints panel will be considered by the other directors for the appropriate course of action to be taken.

 

POLICIES AND PROCEDURES

‘Taking Positive Steps’ has a policies, procedures and practice manuals which are drawn up in line with relevant regulations. Documents and manuals contain information on law, safeguarding, behaviour management, health and safety matters, care planning, training, financial matters, meeting the needs of young people, education, complaints and grievances, record keeping and others.