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POINT - Complaints Policy - V6 - July 2021

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Published by POINT, 2021-08-13 04:29:58

POINT - Complaints Policy - V6 - July 2021

POINT - Complaints Policy - V6 - July 2021

Complaints Policy

VERSION CONTROL 6
July 2021
Version No July 2023
Version Date
Next Scheduled Review

POINT is a Registered Charity: 1161596

From October 2020, POINT will summarise key policy amendments in the form of the
revision table below. This acts as a reference guide to any updates made to policies
including legislative changes.

Version Date of Summary of key policy changes from previous version

Number approval

6 08.07.2021 • Contact information updated.

• Policy reviewed to ensure policy remains relevant and

compliant – No changes made.

POINT is committed to providing a high-quality service. When something goes wrong, we
need you to tell us about it. This will help us to improve our standards.

If you have a complaint, you should raise this with POINT giving details of your complaint.
Your complaint can be raised in the following ways:

In Person:

With a member of POINT

By Telephone:

0161 503 1547

In Writing to:

Complaints
POINT
Chadderton Court, 451 Middleton Road
Chadderton
Oldham. OL9 9LB

What will happen next?

1. POINT will confirm receipt of your complaint within 3 working days. We will notify
you who will be responsible for handling your complaint and how you can contact
them. We will also enclose a copy of this procedure.

2. POINT will undertake a full investigation, appropriate to the nature of your
complaint. Timescales will vary dependent upon the nature and severity of the
complaint, however, in every case, this procedure will not exceed 8 weeks from the
date your complaint is received. You may be contacted during the investigation
stage should we need more information to ensure we can conduct a full and
thorough investigation.

3. Upon completion of our investigations, POINT will then invite you to a meeting to
discuss and hopefully resolve your complaint. We will discuss the outcome of our
investigations and written confirmation will be sent to you within 3 working days of
this meeting.

4. If a meeting is not possible, or you do not want this, POINT will write to you to
confirm the outcome of our investigations and to conclude your complaint.

5. If you are still not satisfied, you should contact us again and we will arrange for an
independent review of your complaint to be undertaken. This will be undertaken by a
more senior manager or by a member of our Board of Trustees.

6. We will write to you within 14 days of receiving your request for a review, confirming
our final position on your complaint and explaining our reasons. This letter will also
confirm details of the steps you can take if you remain dissatisfied.


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