Complaints Procedure

Procedure

Leeds Mencap is committed to providing the best possible services and we
recognise that the way we manage complaints and compliments is an important part of this. At Leeds Mencap we value the lessons we can learn from complaints, compliments and feedback.

To ensure that people who use our services and the public know how to complain to us, we have a three-stage process detailed below.

Stage 1: Talk to us

In the first instance, we ask that you talk with the person directly responsible for the service or issue you are concerned about. If that person is not available or you feel it is not appropriate to talk to them directly, please talk to their Line Manager or Supervisor. Issues and problems can often be resolved quickly through informal discussion.

Stage 2: Write to us

If you are not satisfied with the outcome of the informal process (Stage 1), you may put your complaint in writing on paper, email administrator@leedsmencap.org.uk or via our website and send it to/mark it for the attention of the Chair of Trustees.

• The Chair of Trustees will appoint a Trustee or a manager of suitable seniority and experience to investigate the matter: You will be kept informed of the progress of the investigation.
• We aim to have all investigations into complaints concluded within 20 working days unless a different deadline is agreed.
• You will be provided with a written report into the complaint

Stage 3: Panel Hearing

If you are not satisfied with the outcome at Stage 2, you may within 14 days of the date of the written report of Stage 2, submit a written request to the Chair of Trustees to appeal the decision. The Chair of Trustees will convene an appropriate panel to hear the appeal. The complainant may attend this appeal hearing themselves, and be accompanied, (but not represented), if they wish. A written report will be produced by the panel and shared with Leeds Mencap and the Complainant. The findings of the panel are final and binding on both parties

If you would like a copy of the full Complaints Policy, please contact administrator@leedsmencap.org.uk or at the address below

Contact details –

Email:                        administrator@leedsmencap.org.uk

Postal address:        Leeds Mencap

Tel:                             0113 235 1331

Reviewed March 2025