Complaints Policy

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   It is our Policy to investigate all complaints in order to improve services provided by Phoenix Rising.  We aim to get it right first time, but are aware that this isn’t always possible and that mistakes happen.  We want to be given an opportunity to hear from peoples experiences of the service, give them a voice and make changes to rectify problems.  We want a solutions focused approach and want complainants to come up with their own resolutions which they would be satisfied with during this process.

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   We will consider anonymous complaints, but we prefer to have a name to a complaint so that we can gather the right evidence and be in a position to fully investigate so that everyone in the matter has a fair opportunity to share their experience if necessary.  Anonymous complaints can be received using this email address phoenixrisingfeedback@outlook.com this can be viewed by Directors.

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   If someone is not happy with the service we may respectfully refuse them access to our services following on from a complaint  in order for others to fully appreciate what is on offer without their experience being negatively tarnished.

If a complaint has been received that has already been handled by the Directors it will not be investigated further.

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   You have the right to be treated with respect at all times during the investigation.  Please understand that complaints are investigated by Directors who are volunteers, and are also managing other work schedules, family commitments and other obligations, they are trying their best for the organisation and should also be treated with respect and not abused during the process.  No abuse is permitted and will automatically close a complaint.

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What to include in your complaint. You should state clearly and briefly:

• What went wrong

• When and where it happened

• Who was involved

• What you want from your complaint, how you want it resolved, how it could improve the service.

• Your name, address and contact details (telephone and/or email).

 

Phoenix Rising Complaints Procedure – Informal

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   This is dealt with swiftly in a timely manner for feedback that is considered mild in nature and easy to resolve.  This could be investigated and implanted immediately with little changes to policy or procedures.  This can be handled by a volunteer, CEO or staff and fed back to the CEO or Directors as necessary. 

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   An example could be that a volunteer during a training session made a survivor feel uncomfortable with language used and an apology seemed appropriate and both were happy with it being resolved informally.  Another example could be a survivor wanted a free booklet and hadn’t been given one and this was then handed to them, both satisfied with the outcome and no further action necessary.  No need for this to be documented.

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Phoenix Rising Complaints Procedure - Formal

1. Complaints must be received by email or in person.  If in person the person working on behalf of Phoenix Rising must document what is being said, paying attention to times and dates, and request the complainant to sign to say it is an accurate account of the complaint.

2. The complaint must be investigated by 2 Directors, which Directors to choose will based on capacity, whether there are any conflicts of interest etc.  One Director will take the lead for example with correspondence and communication with the complainant, that will be decided between the Directors involved.  Email the CEO the complaint in order for the issues to be considered and ready for final investigation meeting.

3. Contact will be made with the complainant, and an in person or zoom meeting or telephone conversation will be offered.  This is to give the complainant an opportunity to give further details, share their concerns, and make them feel that their voice is being heard.  This should be done in a timely manner but on occasions this might be difficult due to capacity of those involved. During this meeting the Directors will both take notes, not offer solutions at this stage but to predominantly listen.  There may be resolutions to the dispute that can be discussed but at this stage not confirmed to be actioned.  Explain to the complainant at the end of the meeting that they will be contacted again with a closing letter, thank them for their time.  It is important to manage expectations of the complainant, and explain the final letter will be a standard one but we may call to talk through some of the things we have considered, but it’s the discretion of the Directors and depends on the type of complaint and complainant.

4. Following on from the meeting, both Directors to write up their notes and consider an action plan to resolve the dispute.  For example 2 columns one being “They Said” and the other being “We did”  This is to the discretion of the Directors.

5. Directors in the meeting to instigate a feedback meeting to discuss both independently documented resolutions.  In this meeting come up with a consensus and prioritise concerns.  Have an action plan to be proposed to the CEO.

6. Set up the final investigation meeting with the CEO and the Directors involved in the meeting.  All to agree the action plan and listen to the CEO’s points.  Discuss complaints, consider options available, and devise an action plan to include who will implement what by when table.

7. It is to the discretion of the Directors if a follow up meeting takes place with the complainant or a telephone call.  However, due to the capacity of volunteers this should not be an expectation.  Examples of what would be considered good practice following a complaint would be: improve training of staff, review a policy or procedure, agree to make something free and available etc. 

8. Send the complainant the standard letter.  This letter is intentionally vague in detail so that we are not held to timeframes which we may not be able to meet with changing demands of service, and so it can’t be pulled apart for the dispute to not be concluded in a timely manner.

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Time scales

• Complaints/feedback will be investigated in a timely manner.

• Where reasonably practicable the initial face to face meeting or online meeting will take place within 21 days and the conclusions will be sent via a standard letter within 14 days.

• The process of change following on from the complaint will commence immediately with reviews of documentation and discussions and action plans all considered depending on the complaint.  The actions will vary in the length of time of completion as they depend on the issues involved and the length of time needed, but it is considered to get it right first time and not rushed to meet a deadline.  Some positive change can be easy to rectify, and others take time and monitoring along with reviews.  Therefore, a set detailed response time for completion is impossible to fix in this procedure.

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Complaints we’ll consider not investigating

It is the discretion of the investigating Directors to not investigate complaints on the following grounds:

• Personal or malicious

• If the motive and intent is not to genuinely give feedback for the service to improve.  For example, a perpetrator complaining about a survivor, where there is a business conflict and the complainant stands to lose financial gain with Phoenix Rising being successful.

• If the complainant is harassing the organisation, the people using the service or Directors/CEO

• If there has been any unkind or negative online activity linked with the complainant and P.R. e.g. Posting on Facebook or Instagram negatively.

• If the complainant is involved in a harassment or formal investigations concerning P.R.

• If the complainant has already made a complaint to an external body/organisation

• If the complainant is undermining the service by discussing their complaint with other survivors during sessions, this actively undermines the positive work taking place, and tarnishes the reputation of the organisation and can mislead the views of new service users.  All views a complaints must be individual.

• Do not investigate complaints being made on behalf of someone else.