Procedure

If a parent, carer or person using the service wishes to make a complaint ask the Project/Service Leader/Manager to talk to them. If the Leader/Manager is not available the contact details of the person making the complaint will be taken and the Leader will get in touch with them as soon as is practical.

The person making the complaint initially talks the issue through with the Project/Service Leader/Manager. If a resolution to the complaint or issue can be found at this informal stage a note is made on Leeds Mencap’s Complaints Log to record the issue, the action and the outcome, including any changes or improvements to be made.

If the person decides that they do not want to address the issue informally, they may put their complaint in writing and send it to the Project/Service Leader/Manager. The Manager will investigate the complaint and respond with their findings to the complainant within 28 days.

If the Complainant is not satisfied with the outcome of the investigation, they may wish to appeal to the CEO at:

The Vinery Centre, Leeds Mencap, Vinery Terrace, Leeds, LS9 9LU. Tel: 0113 235 1331.

E-mail ged.walker@leedsmencap.org.uk

The CEO will review the evidence and respond within 10 working days. If the Complainant is not satisfied with the outcome, the second stage appeal will be dealt with by the Chair of Trustees. If the complaint is investigated initially by the CEO, both stages of appeal will be dealt with by the Trustees. The final stage of any complaint/appeal will be with the Chair of Trustees. Their decision will be final. A record should be kept at each stage of the procedure. Leeds Mencap believes that most complaints are made constructively and can be sorted out at an early stage. We also believe that it is in the best interests of the nursery and parents/carers that complaints should be taken seriously and dealt with fairly and in a way that respects confidentiality.