Comments & Complaints Procedure

1.     Aims
1.1   West Norfolk Carers (WNC) aims to provide a high standard of service in all aspects of its work. If you believe we have not met this standard the following procedure is available for your use.

2.     Stage 1
2.1    Either speak with or write to the person you dealt with or to another member of staff. They will listen to your complaint or comment, and answer any questions you may have. If you are not satisfied with the outcome the staff member will pass your comments on to the Chief Executive who will contact you directly.

2.2    We hope that at this stage your concern will have been dealt with to your satisfaction.

3.     Stage 2
3.1    If you believe that your concern has not been dealt with, or you wish to make a formal complaint, you may do so in writing to the Chief Executive.

3.2    Where possible your letter will be acknowledged within 5 working days of receipt.  The Chief Executive will investigate your complaint and a written response will be sent to you within 28 days.

4.     Stage 3
4.1    If you remain dissatisfied with the response, you may write to the Chair of the Board of Trustees, who will respond within 14 days of receipt of your letter. 

5.     Stage 4

5.1   If you are not completely satisfied with the response, you may request that a Sub-Committee of the Board be appointed to investigate the complaint. If the Board decides that this is appropriate, the Sub Committee will meet within 28 days of your request and comprise two board members and 1 person from a statutory agency. You may request a personal interview with the sub-committee to present your case. 

5.2    The sub-committee will consider your complaint and make recommendations.  You will be informed in writing of the outcome within three working days. That decision will be final.

6.     Other Guidance

6.1    All complaints against WNC will need to be logged within three months of the occurrence in order to be considered.

6.2    Any comments, which do not fall under the definition of complaint, concerning services or staff of WNC, which you believe should be brought to the notice of the Chief Executive are welcomed and may be communicated via telephone, email or letter.