How you can make a complaint
It is very important that people feel that they can make a complaint about our service.
We have a policy in place and a form that can be used. People we support, or family members or their representatives can make a complaint on their behalf.
The following is taken from our written policy….
Autism Together aims to provide services of a high quality. However, we are continually trying to improve and appreciate any comments that enable us to provide a better service. Because of the communication problems that people with an autistic spectrum condition have, it is recognised that others may have to advocate on their behalf.
All complaints will be dealt with in confidence – only those who need to know the details of the complaint in order to investigate it will be informed. All complaints will be acted upon within 28 days. Our complaints procedure encompasses the following stages:
Stage 1 – Problem Solving
If there is something that we have done that has not lived up to expectation, or if someone has not been treated in a correct manner, then the Registered Manager should be informed. They will do their best to sort it out and hopefully stop it from happening again.
(The name and contact number of the manager can be found at the front of this document)
If an individual is unhappy with the response from Stage 1, then they should write to the Director of Operations, c/o the registered office at 6 Tebay Road, Bromborough, Wirral CH62 3PA.
This Stage 2 complaint must be in writing. Written acknowledgement of the complaint will be made within 48 hours.
A written response to any complaint will be given within 28 days.
If after Stage 2 the individual is still not satisfied, they can ask for their complaint to be looked at by the Chief Executive who can both be contacted at the Tebay Road office.
One of both of these people will look at your complaint and how your complaint was investigated/looked at; they may decide to undertake further investigations. They will acknowledge receipt of your complaint in writing within 48 hours and will endeavour to respond formally in writing to your complaint within 28 days.
If the individual is not satisfied after Stage 3, they may wish to:
- Contact the Local Government Ombudsman, who may investigate individual complaints once the Society’s procedure has been followed. Telephone the Advice Team on 0300 061 0641 (8.30am – 5.00pm Mondays to Fridays). An online complaint form can be completed at logo.org.uk/making-a-complaint or you can email to email@example.com
- The Care Quality Commission are willing to listen to complaints made about a regulated activity, but cannot investigate individual complaints. They can be contacted at:
Care Quality Commission, North West Region, Citygate, Gallowgate,
Newcastle-upon-Tyne, NE1 4PA
Tel: 03000 616161
You can also contact your Social Worker, who could also investigate your complaint.
Policies and Procedures
To support the work that we do, we have many policies and procedures that are very important. These include policies on;
- Safety at work
If you would like a copy of any of these policies or the full list, then please ask the Registered Manager.
Details of our insurance policy
We have good insurance to be able to carry out the work that we do. We have public, employer and product liability insurance cover.
The insurance company is called Travellers.
If you would like any further information please ask the staff or contact the Registered Manager.