Youth Justice Legal Centre CIC Compliments & Complaints Procedure
Aims
Youth Justice Legal Centre CIC is committed to providing the best possible service for its members, the general public and the organisations it works with. We take all feedback very seriously and the following policy details how we will deal with any compliments or complaints we receive.
Compliments: Youth Justice Legal Centre CIC values feedback regarding its staff and services, whether positive or negative.
All compliments will be acknowledged and will be passed to both staff involved and their line manager.
A copy of the compliment will be kept on the employee’s HR file.
Complaints: In order to be constantly developing and improving our services, it is important that we receive feedback from those who use our service including comments, suggestions, and complaints.
The complaints procedure is intended to provide a fair structure for making and dealing with complaints.
Principles
Individuals or organisations making complaints have the right to be treated equally and not suffer discrimination and are entitled to seek external assistance to advocate on their behalf.
All complaints will be treated with an open mind and will be investigated without prejudice.
Individuals or organisations making complaints have the right to confidentiality. If requested, names will not be disclosed in investigating complaints. However, anonymous complaints will not be investigated.
Abusive and offensive comments are not defined as complaints and will not be accepted as complaints.
Process
IN THE FIRST INSTANCE
If you are unhappy about any aspect of the service you have received from Youth Justice Legal Centre CIC, or if you are unhappy with the conduct of an individual, it is sometimes best to tell the persons with whom you are dealing directly.
In the first instance we will try and deal with a complaint informally and we will work with you to resolve to any comments, suggestions, or complaints you have.
When raising an informal complaint, you will need to talk to the relevant staff member or, if you feel that this is difficult or inappropriate, you can speak to any Director at Youth Justice Legal Centre CIC.
The Director can negotiate between you and the individual with the aim to resolve any complaint swiftly.
NEXT STEPS
If you do not feel the complaint was dealt with in a satisfactory manner, or you do not feel able to speak to a member of staff directly, then the complaint should be submitted in writing to another Director of Youth Justice Legal Centre CIC.
The written submission should provide information about the nature of the complaint, and the positive outcome you would wish to be achieved by bringing the complaint. This does not create an obligation for Youth Justice Legal Centre CIC to resolve the outcome in this way.
Often, we will be able to give you a response straight away. When the matter is more complicated, we will give you at least an initial response within 5 working days.
The complaint will normally be dealt with by a Youth Justice Legal Centre CIC Director, who will investigate the circumstances leading to the complaint.
A Youth Justice Legal Centre CIC Director will write to you to inform you of the result of investigation within 28 working days.
Complaints to Regulators
Complaints can also be made directly at any stage to The Office of the Regulator of Community Interest Companies or, if the complaint relates to the use of personal information by Youth Justice Legal Centre CIC, the Information Commissioner’s Office.
Please see https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies/about/complaints-procedure for more information relating to The Office of the Regulator of Community Interest Companies.
Please see https://ico.org.uk/make-a-complaint/ for more information relating to the Information Commissioner’s Office.
In the event that a regulator receives a complaint in relation to Youth Justice Legal Centre CIC, Youth Justice Legal Centre CIC will cooperate with such regulator as appropriate.
Record Keeping
Youth Justice Legal Centre CIC will keep a record of complaints and compliments and these will be filed and kept for two years.
Contact Details
You may submit your compliment or complaint:
Via email: [email protected] with your complaint document attached and with email subject line: “Confidential: FAO Director”.
By post:
Director
Confidential
Youth Justice Legal Centre
2 Fulbrook Mews
London
N19 5EN