The Samworth Foundation is committed to providing a complaints procedure that is clear and easy to understand for anyone who wishes to make a complaint.
• Ensure everyone knows how to make a complaint and how a complaint will be handled.
• Make sure that staff are aware of the complaints policy and are clear about their
responsibilities when handling, resolving and reporting on complaints.
• Deal with complaints consistently, sensitively and in a timely way.
• Wherever possible, make sure that complaints are resolved.
• Monitor complaints to improve what we do.
A criticism that expects a reply and requires action or changes to be made. It can also be an expression of dissatisfaction with any aspect of the Samworth Foundation. This policy does not cover complaints from staff, who should use the Foundation’s Discipline and Grievance policies.
By phone: 01664 414500
By email: [email protected]
By letter: Samworth Foundation, Chetwode House, 1 Samworth Way, Melton Mowbray, LE13 1GA
Many complaints can be resolved informally. In the first instance contact the Samworth Foundation and, if you feel able, speak to the member of staff who is your main contact or ask to speak to the Foundation Director, who will try to sort the matter out. If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.
Write down your complaint and send it to us by email or letter. To make sure we deal with your complaint promptly and accurately we need to know:
1. Exactly what the problem is – give as much information as possible
2. How it has affected you
3. What you consider should be done to put the matter right
We will acknowledge your complaint within five working days of receipt. We will record your complaint and between us we can agree on the best way and time to get back in contact with you. We endeavour to respond fully and conclusively to all complaints within 10 working days of our acknowledgement; if we think it will take longer, we will let you know. The Foundation Director will lead the investigation and ensure that all complaints are dealt with impartially and promptly. If the complaint is about the Foundation Director, the investigation will be led by a Trustee. If you remain dissatisfied with the outcome of the investigation you may seek an appeal to the Chair of Trustees. Letters/emails of appeal must be received within 10 working days from the date on the letter/email notifying you of the outcome of the investigation (these will always be sent by first class post or email).
• When a complaint is about something that the Samworth Foundation has no direct connection to. We may choose to reply to clear our name, but we are not obliged to.
• When someone unreasonably pursues a complaint that we have already responded to. They will be given escalation points, but we may choose not to reply again, we will always inform you of our decision to do this.
• When a complainant is being obviously abusive, prejudiced or offensive in their manner.
• When a complainant is harassing a staff member.
• When a complaint is incoherent or illegible.
• When a complaint has clearly been sent to us and numerous other organisations as part of a bulk mailing or email. In this instance we can chose whether it is necessary for us to reply or not.
• The Samworth Foundation cannot respond to complaints made anonymously. However, we will investigate the complaint and use the information to improve in any way that we can.
The Samworth Foundation will keep a record of all complaints for 24 months. This information will not be used for any other purpose. In accordance with data protection law, you may request to view the information being held regarding your complaint and may request that it be put beyond use (although if you do this before the complaint investigation has been resolved, this may render the original complaint void).