Complaints Policy
Introduction
Scar Therapy Network are committed to providing a high quality, transparent and accessible service to everyone we deal with. In order to do this, we need you to tell us when we get things wrong. We want to help resolve your complaint as quickly as possible.
We handle any expression of dissatisfaction with our service which calls for a response as a complaint.
We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.
What is a complaint?
A complaint is an expression of dissatisfaction, whether justified or not.
Our policy covers complaints about:
• the standard of service you should expect from us
• the behaviour of our staff or volunteers in delivering that service
• any action, or lack of action, by our staff or others engaged on charity business
We refer to these complaints as "service complaints".
Our complaints policy does not cover:
• comments about our policies or policy decisions
• dissatisfaction or complaints expressed with our policies or decisions about individual cases.
• matters that have already been fully investigated through this complaint’s procedure anonymous complaints.
Our standards for handling complaints
• We can receive complaints by letter or email, or alternatively if required by virtue of reasonable adjustments. We treat all complaints seriously.
• You can expect to be treated with courtesy, respect, and fairness always. We expect that you will also treat our staff dealing with your complaint with the same courtesy, respect, and fairness.
• We will treat your complaint in confidence within Scar Therapy Network.
• We will deal with your service complaint promptly. We will acknowledge receipt of a written complaint within five working days where we have a return address, and you can expect to have a full reply within 20 working days. In a few cases we will not be able to send a full reply within 20
working days of receipt, for example if your complaint is very complex. If this happens, we will tell you the reason why and let you know when we will be able to reply in full, keeping you fully informed of progress.
• We will not treat you less favourably than anyone else because of your:
▪ sex or legal marital or same-sex partnership status: this includes family status, responsibility for dependants, and gender (including gender reassignment, whether proposed, commenced, or completed)
▪ sexual orientation
▪ colour or race: this includes ethnic or national origin or nationality
▪ disability
▪ religious or political beliefs, or trade union affiliation
▪ any other unjustifiable factors, for example language difficulties, age, pregnancy, and maternity.
Confidentiality
All complaints received will be dealt with confidentially and in accordance with the requirements of the Data Protection Act 2018, subject to the need to disclose information as required by statutory authorities, and/or because of statutory or legal obligations placed on Scar Therapy Network.
Remedies
When we get things wrong, we will act to:
• accept responsibility and apologise
• explain what went wrong and why, and
• put things right by making any changes required
• learn lessons from mistakes and change policies and practices where proportionate and sensible to do so
The action we take to put matters right (i.e. redress) in response to a service complaint can include any combination of the remedies set out in the list below. The general principle we follow is that complainants should, so far as possible, be put in the position they would have been in, had things not
gone wrong.
The remedy applied needs to be proportionate and appropriate to the failure in service, and take into account what redress people seek when they complain. An apology is generally the most appropriate action, but other action may also be necessary in some circumstances.
List of remedies
• A full apology, explaining what happened and/or what went wrong. (An apology is not an acceptance of liability under Section 2 of the Compensation Act 2006)
• Remedial action, which may include reviewing or changing a decision on the service given to an individual complainant
• Provide the service required in first instance (immediately, if appropriate)
• Putting things right (for example a change of procedure to prevent future difficulties of a similar kind, either for the complainant or others)
• Training or supervising staff; or a combination of both
We value your feedback and expect to use it to help us to:
• get things right in the future if we have not done so already
• become more customer focused
• be more open and accountable
• act fairly and proportionately
• seek continuous improvement
We will handle your information so that it is only processed and retained appropriately and legally, in line with data protection legislation.
Contacting us
All complaints and requests for review under our complaint’s procedure should be sent as follows:
By post: 1A CLARENCE ROAD, ENDERBY, LEICESTER, LE19 2BB
By email: hello@scartherapynetwork.com
If you are unable to contact us in writing as above, and require a reasonable adjustment because you are a disabled person, you may contact us as follows:
Telephone: 01162166088