External Complaint Procedure
We at Daybreak always aim to provide the best service possible. But we know that now and then someone may feel we could have acted or behaved differently. When this happens, we want to hear about that and we have a clear process for doing so.
Scope and Applicability:
This procedure covers all complaints from outside Daybreak. We have a separate procedure for complaints by staff and volunteers.
Objectives:
Daybreak views complaints from outside the organisation as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is: to provide a fair external complaint procedure which is clear and easy to use for anyone wishing to make a complaint;
- To publicise the existence of our external complaints procedure so that people know how to contact us to
make a complaint;
- To make sure everyone at Daybreak knows what to do if an external complaint is received;
- To make sure all external complaints are investigated fairly and in a timely way;
- To make sure that external complaints are, wherever possible, resolved and that relationships are repaired;
and
- To gather information which helps us to improve what we do.
We regard an external complaint as any expression of dissatisfaction, whether justified or not, about any aspect of Daybreak. An external complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Daybreak's Board of Trustees who will review it regularly and update it as required.
Procedure:
1 If you wish to make a formal complaint, please complete our online form.
2 The online form gives the opportunity to tell us
- What you think went wrong,
- How we should put it right, and
- Any impact on you.
3 If you delay in making a complaint, this could affect our ability to consider it. In some cases, a long delay will mean that we will not be able to consider the matter at all.
4 Daybreak will take all complaints seriously. We will
- Acknowledge your complaint within 7 days,
- Explain how we handle complaints,
- Where we can, aim to respond in full within 21 days,
- Treat you with courtesy and respect,
- Listen to you, to make sure we understand your complaint,
- Gather and evaluate all the information we need before we reach a finding,
- Explain our findings and any recommendations and how we have reached them.
5 The complaint will be considered by someone nominated by our Chief Executive Officer and who has not been actively involved in the circumstances of the complaint.
6 Consideration of the complaint will be on written materials. Only exceptionally will Daybreak agree to an in-person meeting.
7 If you are not happy with the way that we have dealt with your complaint, please let us know within 21 days of our response.
8 The Chief Executive Officer will review and respond within 21 days to ensure that
- The decision was fair,
- All the issues you complained about were addressed,
- Any shortfalls in our service have been addressed, and
- The outcome was explained clearly to you.
9 Where our Chief Executive Officer was actively involved in the circumstances, the Chair of Daybreak's board will nominate someone else.
Scope and Applicability:
This procedure covers all complaints from outside Daybreak. We have a separate procedure for complaints by staff and volunteers.
Objectives:
Daybreak views complaints from outside the organisation as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organisation that has made the complaint.
Our policy is: to provide a fair external complaint procedure which is clear and easy to use for anyone wishing to make a complaint;
- To publicise the existence of our external complaints procedure so that people know how to contact us to
make a complaint;
- To make sure everyone at Daybreak knows what to do if an external complaint is received;
- To make sure all external complaints are investigated fairly and in a timely way;
- To make sure that external complaints are, wherever possible, resolved and that relationships are repaired;
and
- To gather information which helps us to improve what we do.
We regard an external complaint as any expression of dissatisfaction, whether justified or not, about any aspect of Daybreak. An external complaint can be received verbally, by phone, by email or in writing.
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.
Overall responsibility for this policy and its implementation lies with Daybreak's Board of Trustees who will review it regularly and update it as required.
Procedure:
1 If you wish to make a formal complaint, please complete our online form.
2 The online form gives the opportunity to tell us
- What you think went wrong,
- How we should put it right, and
- Any impact on you.
3 If you delay in making a complaint, this could affect our ability to consider it. In some cases, a long delay will mean that we will not be able to consider the matter at all.
4 Daybreak will take all complaints seriously. We will
- Acknowledge your complaint within 7 days,
- Explain how we handle complaints,
- Where we can, aim to respond in full within 21 days,
- Treat you with courtesy and respect,
- Listen to you, to make sure we understand your complaint,
- Gather and evaluate all the information we need before we reach a finding,
- Explain our findings and any recommendations and how we have reached them.
5 The complaint will be considered by someone nominated by our Chief Executive Officer and who has not been actively involved in the circumstances of the complaint.
6 Consideration of the complaint will be on written materials. Only exceptionally will Daybreak agree to an in-person meeting.
7 If you are not happy with the way that we have dealt with your complaint, please let us know within 21 days of our response.
8 The Chief Executive Officer will review and respond within 21 days to ensure that
- The decision was fair,
- All the issues you complained about were addressed,
- Any shortfalls in our service have been addressed, and
- The outcome was explained clearly to you.
9 Where our Chief Executive Officer was actively involved in the circumstances, the Chair of Daybreak's board will nominate someone else.