Complaints Procedure – Service Delivery
Multi-Cultural Family Base aims to provide a quality, accessible service to its members and others who seek its help and support. Users of Multi-Cultural Family Base’s service have a right to make a complaint or suggestion about the service they get from us.
Members of staff will deal with most complaints informally by speaking to the person making the complaint and recording the complaint as part of the monitoring of the services. The Complaints Book and any correspondence will be kept confidentially in a locked cabinet.
If you have any questions about the following procedure, please reach out to [email protected].
The Complaints Procedure
The Complaints Procedure is to help individuals and organisations to make suggestions and complaints where they feel that an informal complaint has not resolved the matter to their satisfaction.
You may wish to contact us if you were refused a service from Multi-Cultural Family Base; if you feel dissatisfied with the service you received from Multi-Cultural Family Base; if you are unhappy about the way you have been treated by anyone associated with Multi-Cultural Base; if you wish to point out how any area of our work could be improved.
How to Make a Complaint
You can make a complaint verbally to a member of staff. The member of staff will put your complaint in writing with your agreement, or if you prefer, a representative or colleague may do this for you. The staff member, representative or colleague will then pass the complaint to the Chief Executive or Chairperson of the Human Resources (HR) Sub-Group of Multi-Cultural Family Base.
Or
You can make a complaint in writing directly to the Chief Executive or the Chairperson of the HR Sub-Committee who will:
- Let you know they have received it within 7 working days
- Send you a copy of Multi-Cultural Family Base’s Complaints Procedure
- Look into your complaint
You can involve a representative or colleague both in supporting you to make your complaint and in any meetings where the complaint is being looked into.
You will get a written reply to your complaint within two working weeks.
If you are not satisfied with the written reply, you can ask to meet with the member of staff concerned and the Chief Executive or the Chairperson of the HR Sub-Group to discuss the matter in detail and try to resolve it.
We will write to you with the result of the complaints meeting, usually within two working weeks of the meeting.
If you are not satisfied with the result of the complaint you may appeal to the Chairperson of the Board, as long as you do this within 28 days of getting the written note of the result.
If you are still not satisfied, you can contact the Chairperson of the Multi-Cultural Family Base Board, who will form a small working group to deal with the complaint. You will be told of the result as quickly as possible. The decision of the working group will be final.