Eiriol Complaints Policy

Eiriol is committed to providing the best possible services to people who use, commission, fund, or come into contact with our organisation.   

Your feedback is important to us, and we recognise that there may be times when you may feel our service has fallen short of the quality expected.  Should this be the case, we would like to hear about it, to enable us to have the opportunity to thoroughly look into the complaint. 

Confidentiality:

With regard to our confidentiality policy we will ensure that confidentiality is protected for both the complainant and any member of staff involved in the complaint, as far as possible.  Should a complaint become formal (stage 2) or give rise to employment disciplinary proceedings, or involve external agencies, such as safeguarding, then confidentiality can no longer be guaranteed.

Complaints Process:

Complaints can be made at any time, in person, by telephone, or in writing, to the Manager of Eiriol.  The manager will then make initial contact within 7 days.  Should the complaint be about the Manager then please address your complaint to the Chair of the Board of Trustees.  Should you wish to have advocacy support, then an Eiriol advocate of your choice can be provided, or information about other advocacy providers who may be able to assist will be given on request. 

Stage 1:

(Should the complainant wish to by-pass this stage, then please ask for your complaint to go directly to stage 2)

Eiriol will try to resolve your complaint as quickly as possible.  Informal discussion with the complainant by the Manager (or appointed trustee if the complaint is about the Manager) will be offered.  This is to allow the opportunity to clarify the details of the complaint and explore ways of resolving the issue. 

The Manager will look at any relevant documentation and speak to any members of staff involved, to obtain their account and respond to the complaint.

Should the matter not be resolved to the complainant’s satisfaction, they can ask for the complaint to be taken to Stage 2. 

Stage 2:

Should a complaint go to stage 2, then a formal investigation will commence by the Manager (or appointed trustee should the complaint be about the manager), within 14 days or receipt of the referral to stage 2. 

The investigation will involve speaking to all parties concerned about the events surrounding the complaint, and will review any relevant documentation, or other appropriate material.  Eiriol will aim to complete the investigation within 28 days.  Should the timescales need to be extended then the complainant will be contacted. 

A written report will be prepared regarding the investigation, the outcomes and any recommendations.  Copies will be sent to the complainant, and the Chair of Eiriol.

If the complainant is unhappy with the outcome of the investigation, they may ask for the matter to go to a stage 3 appeal.

Stage 3:

The complainant can appeal the outcome of an investigation into a complaint.  A Review Panel will be appointed, made up of 3 members of the Board of Trustees, who have not had any prior involvement in the complaint, to review the complaint and the investigation into it.  This will commence within 14 days of receipt of a referral to stage 3. 

The Review Panel Chair will then prepare a written final response to the Complainant, outlining their findings. 

Should the complainant be unhappy with how the complaint has been processed and investigated, then you may contact either he Manager at Pembrokeshire People First 01437 762524 or the Manager at Carmarthenshire People First on 01267 234635, both are independent of Eiriol.  They will review how the complaint procedure has been followed and investigated, and prepare a written result of their findings and make any necessary recommendations.  

Should you continue to be dissatisfied then the Charities Commission may be able to assist you. 

Reviewed August 2015