Service User Complaints Policy 2018
Cambridgeshire Hearing Help (CHH) aims to provide high quality services to its service users and to any other agencies or individuals who we work with. This includes having a Service User Complaints Policy which is transparent and open to anyone who feels that quality services have not been delivered.
How to make an informal complaint
We always encourage individuals to, in the first instance, raise a concern or complaint informally. This is because many concerns and complaints can often be resolved through the correction of misunderstandings/misconceptions, honest conversations, and apologies. However, if you feel this approach would not be possible, or judge the issue to be severe enough to warrant a formal complaint, please follow the procedures outlined below.
How to make a formal complaint
You can make a complaint about one of our members of staff, volunteers, or our general practices, either verbally (in person or over telephone) or in writing (letter or email) to our Director, Amanda Morgan:
Telephone: 01223 416141
Email: firstname.lastname@example.org Letter: 153 St Neots Road, Hardwick, Cambridge, CB23 7QJ
You can make a complaint against our Director over the telephone or in writing (letter or email) to our Chair of Trustees, Roger Hill:
Telephone: 07970 956401
Letter: 153 St Neots Road, Hardwick, Cambridge, CB23 7QJ
Our complaint process
We will endeavour to acknowledge your complaint in writing within 10 working days. However, this will take longer if the person you wish to contact is absent due to holiday/sickness. If you do not respond to this acknowledgment letter within six months, we will close your complaint.
If you are making an anonymous complaint, we will exercise discretion as to whether or not it should be investigated.
The Director or Chair of Trustees will then lead an investigation regarding your complaint and this will include meeting/talking with you to explore your complaint further (if it is not anonymous).
The Director or Chair of Trustees will write to you when the investigation is complete and any actions taken as a result of the complaint will be outlined. If you are unhappy with the outcome, you can appeal within 28 days of receiving this letter.
If you wish to appeal against the outcome of your complaint, this appeal will be considered by a panel. Appeals in relation to complaints about one of our members of staff, volunteers, or general practices, will be considered by a panel constituting our Chair of Trustees, another Trustee and an independent person. Appeals in relation to complaints about our Director will be considered by a panel constituting two Trustees (not including the Chair of Trustees) and an independent person.
You may be invited to give evidence to this panel, who will notify you the outcome in a final response letter.
Raising adult safeguarding concerns to Cambridgeshire County Council
If you wish to raise a serious concern to Cambridgeshire County Council regarding our service provision to an adult with care and support needs, who, as a result of these care and support needs, is unable to protect themselves from either the risk of, or the experience of, abuse/neglect (defined by Cambridgeshire County Council as an Adult at Risk), the contact details are as follows:
If the adult is in immediate danger please call: 999
Cambridgeshire County Council Customer Services (open 9am to 5pm, Monday to Friday). Tel: 0345 045 5202 Minicom: 01480 376743 Text: 07765 898732
Emergency Duty Team (for all other hours, including weekends and bank holidays): 01733 234724
Raising safeguarding concerns about a child to Cambridgeshire County Council
If you wish to raise a serious concern to Cambridgeshire County Council regarding our service provision to a child, the contact details are as follows:
If the child is in immediate danger please call: 999
Children’s Social Care Team – Tel: 0345 045 5203 (Monday to Thursday, 8am to 5.30pm, Fridays 8am to 4.30pm)
Emergency Duty Team (all other hours, including weekends and bank holidays): 01733 234724
Feeding concerns and complaints to Healthwatch Cambridgeshire
If you have concerns/complaints about our services that you would like to share with our commissioners, you can send them in the form of feedback to Healthwatch Cambridgeshire who will share your concerns/complaints anonymously.
There is an online form to complete on their website:
http://www.healthwatchcambridgeshire.co.uk/content/have-your-say Or you can email: email@example.com
Or call them: 0330 3551285
You can gain independent support, help and advice about making a complaint from your local Citizens Advice Bureau.
Cambridge and District CAB
Tel: 01223 222660
Address: Cambridge & District Citizens Advice, 66 Devonshire Road, Cambridge, CB1 2BL
Rural Cambs CAB (Huntingdon, St Neots, Wisbech, Ely)
Online form: https://www.citizensadviceruralcambs.org.uk/contact-us/online-advice-form/ Tel: 0344 245 1292
Address: Check the website for addresses of their offices in Huntingdon, St Neots, Wisbech, Ely.
If you need this document made available in another format (Braille, other language or on audio DVD) then please let us know.
Tel: 01223 416141
Text: 07852 699196