BRIDGE COMPLAINTS PROCEDURE

 

What is a complaint?

A complaint is an expression of dissatisfaction, whether justified or not.

Our policy covers complaints about:

HOW TO MAKE A COMPLAINT

You can make a complaint either formally or informally. The first step is to decide which path you wish to follow.

INFORMAL COMPLAINT

If you wish to make a complaint, you can do so verbally, by email or letter.

If you wish to make an informal complaint you should talk to any member of staff who will refer you to speak to the Service Director or Volunteer Coordinator in the first instance.

Alternatively, you can write to us at the address above or e-mail migration@bridge-northants.org.uk.

The Service Director or Volunteer Coordinator will try to resolve your concerns with a mutually agreed solution. However, if you are not satisfied with the response, you may wish to make your complaint formal.

 

FORMAL COMPLAINT

If you wish to proceed formally, you should set out your complaint in writing, including witness statements, as clearly as possible and send it to the Bridge Substance Misuse Programme Service Board of Directors at the address provided above.

Upon receipt of your formal complaint a letter of acknowledgment will be sent to you within ten working days.

Your complaint will be investigated within 28 days of receipt by the Board of Directors.

The complainant may be invited to attend a meeting with the Board of Directors, this may include any witnesses.

The Board of Directors on hearing the facts will determine the next steps.

You will receive a formal reply within ten days of the meeting. Should the need for disciplinary action of a staff member be identified, the disciplinary policy will be put into motion. You will be informed of the outcome resulting from your complaint, but no specific detail of any disciplinary action (for reasons of confidentiality).

 

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IF YOU ARE DISSATISFIED WITH THE RESULT OF YOUR COMPLAINT

If having followed the two internal stages of our service complaints procedure you remain dissatisfied then you can appeal.

HOW TO APPEAL

Please e-mail Terry Pearson, Commissioner for Drugs & Alcohol Treatment Services. tpearson@northamptonshire.gov.uk. You have a maximum of 28 days from the date of the final response to register an appeal.

 

OUR RESPONSIBILITIES

We acknowledge the following basic rights for all involved with the service:

 

REMEDIES

When we get things wrong we will act to:

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:

 

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