Complaints Policy

Bo’ness Car 4U Complaints Policy

A complaint is not only an expression of dissatisfaction with the standard of service, action or lack of action by volunteers but may also involve unacceptable behaviour by the patient or a third party.

This covers situations where the complainant considers that we have:

  • done something wrong
  • failed to do something that we should have
  • provided a poor standard of service
  • acted unfairly, unethically or discourteously
  • or the patient or third party has acted unfairly or discourteously

To maintain the highest standards of service we require a culture where people feel safe to raise their views and reservations, if someone looks dissatisfied or uncomfortable, we will enquire.

If there appears to be a problem, we will always seek to resolve it as quickly as we can. We will find out what the complaint is, what the complainer wants us to do about the problem, and what they consider needs to be done.

To deal with a complaint appropriately the following information is required:

  • the name, address and contact details of the complainer
  • details of the complaint
  • the names of the people involved, and any witnesses
  • also suggestions on how the issue could be resolved

A complaint can be made, verbally or in writing to the Secretary, and will be formally recorded, using one of our accident/incident forms.

If the complaint affects the Secretary, the complaint should be lodged directly with the Chair.

On receipt of the complaint, the Secretary will seek to resolve it. Often an apology is the key to a resolution, and in all cases, our Safeguarding Advisor will be informed of the circumstances.

However, if the Secretary is unable to resolve the problem the complaint will be passed to our Safeguarding Advisor.

The organisation’s Safeguarding Adviser shall have independent oversight of all complaints received. The full detail of any unresolved complaint shall be sent to the Safeguarding Adviser within 24 hours of receipt, and the Safeguarding Adviser will determine whether there is any aspect of Child Protection, Adult Protection or safeguarding concern which must be considered.

If the complaint is deemed to refer to the Safeguarding or Protection of a Vulnerable Adult or Child, the Safeguarding Adviser will become responsible for determining action to be taken, mindful of the organisation’s Mandatory Reporting policy meaning that any Safeguarding complaints, concerns or disclosures must be reported to the statutory authorities. It will be the Safeguarding Adviser’s responsibility to ensure that the complainant is updated accordingly.

The action taken and the outcome of any investigation will be reported to the complainer, the committee, and any volunteer involved, unless legal or safeguarding issues prevail.

Further Policies