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Complaints, Comments & Compliments

How to send a complaint

We take any complaint or concern seriously and aim to resolve them satisfactorily.  

By phone: 01322 336086

By email: info@ccsel.org

By letter or in person: Quality Assurance, CCSEL, 42 Pier Road, Erith, Kent, DA8 1TA

Your complaint may be resolved informally or by way of an acceptable explanation of the circumstances after an investigation.

See below for the full details of our complaints process.

Whistle-blowing

If you want to raise an issue anonymously, please email: whistleblowing@ccsel.org

How to send a compliment or comment

By email: info@ccsel.org

By phone: 01322 336086

By letter or in person: Quality Assurance, CCSEL, 42 Pier Road, Erith, Kent, DA8 1TA

What you can do

Stage 1

We hope that the majority of complaints can be resolved informally by speaking directly to the person or persons involved. This can be done either by telephone or in a face to face meeting.

All complaints will be recorded at this stage on our feedback form. If the complaint is resolved at this stage you will receive a letter outlining the issue and the decisions reached and agreed.

If, however, informal resolution is not possible Stage 2 and 3 are available to support complainants.

Stage 2

If your complaint relates to the governance of Crossroads Care SEL by the Board of Trustees you should write to the Company Secretary, Pier Road Centre, 42 Pier Road, Erith Kent DA8 1TA

If your complaint relates to an operational policy you should write to the Head of Operations at the address above.

If your complaint is about a member of Crossroads staff or a volunteer you should write to their line manager. If you are not sure of who that is contact the main office on 01322 336086 who will give you that information.

This request will be treated in confidence.

If your complaint is about a member of the Board of Trustees or the Chief Executive you must write to The Chair of the Board who has been designated to handle complaints at this level.

If the complaint involves The Chair, you should write to the Vice Chair of the Board of Trustees at the address above.

Your letter will be acknowledged by the addressee within 3 working days of the date of receipt. If the addressee is on holiday or sick leave he/she will have ensured that arrangements are in place for complaints to be acknowledged. The complaint will be recorded on our formal complaint log.

Once the complaint has been acknowledged it will be fully investigated, by discussion with all individuals involved and a written response provided within 20 working days.

If this this time-frame is delayed because of holiday or sick leave you will be informed when your complaint is acknowledged.

If you are not satisfied by the response at Stage 2 you should move to Stage 3.

Stage 3

At all times during this stage, you will be informed of the name of the person you should contact at Crossroads Care South East London

If your complaint has related to the governance of Crossroads Care SEL by the Board of Trustees you should write to the Chair of Trustees, Pier Road Centre, 42 Pier Road, Erith Kent DA8 1TA

If your complaint has related to an operational policy you should write to the Chairman of the Board of Trustees at the address above.

If your complaint has been about a member of the Crossroads staff or a volunteer your complaint will be heard by the Chief Executive.

If the complaint is about the Chief Executive you should write the Chairman of the Board of Trustees at the address above.

If your complaint has been about a member of the Board of Trustees or the Chief Executive your complaint will be heard by a small panel of 3 members of the Board (not including the designated trustee).

You should write to the Chairman of the Board of Trustees at the address above. The Chairman of the Board will appoint the panel members and the panel will normally meet within 20 working days of your request.

You will be notified in writing about the time and place of the meeting at least 10 days beforehand so that you may attend if you wish. A representative may accompany you.

The Review Panel will let you know its decisions and the reasons for those decisions in writing within 7 days.

Your letter will be acknowledged by the addressee within 3 working days of the date of the receipt. If the addressee is on holiday or sick leave he or she will have ensured arrangements are in place for complaints to be acknowledged.

Once the complaint has been acknowledged it will be investigated with discussion with all involved and a written response provided within 20 working days.

If this timeframe is delayed because of holiday or sick leave you will be informed when your complaint is acknowledged.

This is the final stage in the complaints, comments and compliments procedure, but this does not affect your right to contact the commissioner if this is a complaint about a service funded by a Local Authority or Clinical Commissioning Group.

Receipt of anonymous complaints or concerns

Complaints and concerns received anonymously will be recorded and considered, but action may be limited if further information is required to ensure a full and fair investigation and we will be unable to provide the complaint with a full outcome.

Data Protection

To process a complaint, we will hold personal data about the complainant, which the individual provides and which other people give in response to any investigations completed with regards to the said complaint. We will hold this data securely in accordance with GDPR 2018 and only use it to help address the complaint.

The identity of the person making the complaint will only be made known to those who need to consider the complaint and will not be revealed to other people or made public. However, it may not be possible to preserve confidentiality in some circumstances, for example, where relevant legislation applies or allegations are made which involve the conduct of third parties.

Under GDPR 2018 individuals have a right to obtain a copy of their personal data. However, there are some limitations to this right. We will normally destroy compliments and complaint files in a secure manner 6 years after the compliment has been made or the complaint closed.

Monitoring

Compliments and complaints are an important tool which, alongside data provided by employee exit interviews and customer feedback, will allow us to learn more about the services we provide. They offer a useful source of information about how individuals see our services and how we are serving them. To ensure we can learn from compliments and complaints, the following data will be collected:

Compliments/Comments

  • Name and address
  • Nature of the compliment
  • Date of the compliment
  • Action(s) taken/ recommendations made in response to the compliment, if appropriate

Complaints

  • Name and address
  • Nature of the complaint
  • Date of the complaint
  • Action(s) taken/ recommendations made in response to the complaint, if appropriate.
  • Lessons learnt

Complaints, comments, concerns and compliment information will be considered by the Board of Trustees on a quarterly basis and wherever possible the data will be used to improve and develop our service.

You can also contact the following bodies:

The Local Government Ombudsman (LGO)

If you are still not satisfied with the outcome of our investigation you can complain to the LGO who provides a free independent service. You can contact the LGO Advice Team for information or advice, or to register your complaint.

Telephone: 0300 061 0614

Email: advice@lgo.org.uk

Website: www.lgo.org.uk

Care Quality Commission (CQC)

You have a right to alert the CQC of any concerns or complaints you have. They are happy to receive information about our services at any time but cannot get involved in or investigate individual complaints.

Care Quality Commission

Citygate Gallowgate, Newcastle upon Tyne

NE1 4PA

Telephone: 0300 061 6161

Website: www.cqc.org.uk/contactus.cfm

Local Authorities

London Borough of Bexley
Civic Offices
2 Watling Street
Bexleyheath
Kent
DA6 7AT

Tel: 0208 303 7777

Royal Borough of Greenwich
Town Hall
Wellington Street
Woolwich
London
SE18 6PW

Tel: 020 8854 8888

London Borough of Lewisham
Laurence House
1 Catford Road
Catford
London
SE6 4RU

Tel: 020 8314 6000