Users of CLASP should be able to complain effectively and without fear of victimisation. To achieve this club will:

  • Promote an environment of mutual respect, trust and open communication
  • Treat everyone equally and fairly
  • Provide opportunities for everyone to be consulted and to value the
  • Produce a Complaints Procedure to support the club’s Aims and Objectives, (including access to an independent arbiter when agreement
  • Train staff in the handling of complaints
  • Promote the Complaints Procedure with users
  • Record all complaints whether informally or formally made
  • Provide a private area for users to discuss matters with staff
  • Provide the Care Inspectorate with information on the club’s response to complaints as and when requested to do so
  • Inform parents/cares of the complaints procedure by displaying it on our parents board and hand out with the welcome pack.

Complaints Procedure

All staff should be aware of the complaints policy and link the issues addressed in it to the complaints procedure.

“Users of CLASP should be able to complain effectively and without fear of victimisation”. CLASPs Complaints Procedure takes full consideration of the CLASP Policy and this statement is of the up most importance to all users of CLASP."

Purpose

To make clear the responsibilities of CLASP in dealing with complaints.

Policy

CLASP is committed to the continuous improvement of its service and to listening to the views of parents / carers. Helping them to make complaints or to voice concerns is part of this listening process.

HANDLING COMPLAINTS

Recognise a complaint:

CLASP defines a complaint:

‘As an expression of dissatisfaction, however made, about the standard of service, actions or lack of actions by CLASP or its staff.’

For the purpose of recording, investigating and addressing, all complaints, including those made anonymously, should be presented in one of the

  • In writing from the complainant
  • If made verbally, either in person or by telephone, the receiving member of staff should take an accurate record. The complainant should be asked to confirm their name and that a formal complaint is being made.

Dealing with complaints:

  • If the complaint is made verbally the complainant should feel that their grievance is being taken seriously and being given due consideration. If the information is incomplete or a complaint wishes to remain anonymous every effort should be made to satisfy them.
  • If possible try to resolve a verbal complaint immediately, either by the recipient or by putting them in contact with another member of staff who can help. The member of staff should always notify the Project Manager.
  • The complaint should be acknowledged and the initial response should detail who is dealing with it.
  • Inform the person make the complaint aware that they can contact Care Inspectorate who regulate CLASP
  • Of course, if you are not happy with our service at any time or you have any concerns at all you can also contact the Care Inspectorate. The Care Inspectorate is an independent agency whose role is to regulate, inspect and support improvements of care services in Scotland. You can contact them in a number of ways:

Visit: www.scswis.com

Email: enquiries@careinspectorate.com

Tel: 0845 600 9527

SETTLING THE COMPLAINT:

Proposed procedure and response targets:

  • It is important that the complaint is dealt with appropriately and quickly. If the complainant remains dissatisfied, then the Chairperson of CLASP should decide what further consideration should be given to the complaint.
  • Working procedures will be reviewed to ensure that avoidable problems do not recur.
  • Report back to the person who has made the complaint.