Complaints Policy

Introduction

Unwin House Aims to Ensure That:

  • All complaints are dealt with openly and responsively.
  • Anyone who wishes to make a complaint can do so without complication.
  • Complaints are investigated fully and promptly.
  • Any persons making a complaint will receive a full and thorough explanation of any findings.
  • All complaints, comments and suggestions will be acted upon and used as an opportunity for learning and improving.
  • To use the complaint as an opportunity to rebuild and restrengthen relationships.

Complaint Handling

A complaint is any written or oral declaration of dissatisfaction regarding our staff, services, or service users.

Any person can make a complaint verbally, via telephone, or in writing. We also provide an Unwin House Complaint Form available from a member of staff and on our website. The form can be completed online or printed and completed by hand, however members of the public must submit the form via email to: info@unwinhouse.com.

If a person has specific needs which affects their ability to complete the form, a staff member can provide assistance.

The complaint will be reviewed by one of the Home Supervisors or Managers and the complainant will receive an acknowledgement within two working days.

A full response will then be provided in five working days detailing any actions taken, regardless of whether the complaint is upheld. If we require further information, Unwin House will inform the complainant and provide a revised estimated time frame.

Complaints will not be handled by any member of staff who has been directly implicated in a complaint.

The Home Manager will be made immediately aware of any complaints involving:

  • Injury, ill treatment, discrimination or violence
  • Theft or fraudulent behaviour
  • Safeguarding issues and Neglect
  • Inappropriate or indecent behaviour by staff
  • Confidentiality or data protection breaches

Complaint Categories:

  • Level One Complaint: This is the first escalation point and is handled by a supervisor.
  • Level Two Complaint: This is the second escalation point and is handled by the Home Manager.
  • Level Three Complaint: This is the final escalation point, is handled by a Senior Manager and ends the complaint process.

Right of Appeal

If an individual is unhappy with the response, they can appeal the decision within 28 days. Details of how to appeal are provided within the full response letter.

Records

All complaints will be handled confidentially, and any documents relating to the complaint will be filed together in the Complaints File.

Details of any action taken will be recorded in the Complaints Action Log.

Complaints will be held for six years in line with our data retention policy.

Information Available

The Unwin House Complaints Policy will be made available to all young people, service users and staff as part of their induction.

The Complaints Policy will also be made available to placing authorities, families/guardians and visitors upon request.

A paper copy of the Complaints Policy will be kept in the Unwin House office within the supported living accommodation.

A digital copy of our Complaints Policy will be made available on our website: www.unwinhouse.com/complaints

Additional Complaints documents include:

  • For young people – a Complaints Guide Booklet available in standard and easy-read formats will be included in our Young Persons’ Guide
  • For staff – Complaints Guidance Poster
  • Families/Guardians/Visitors – Complaints leaflet
  • Placing Authority – Complaints leaflet
  • Public – Online Complaints Form

Complaints to External Bodies

At any stage you may wish to refer your complaint to an external body – Unwin House completely support your right to do so and will cooperate completely with the relevant external body in their complaints investigation.

Complaints made by Contracting Bodies

Unwin House shall notify the Lead Authority of any Complaint made by a Contracting Body within three working days of becoming aware of that Complaint and shall notify the Lead Authority with full details of Unwin House’s plans to resolve such Complaint within five working days of becoming aware of the Complaint.

Unwin House shall use its best endeavours to resolve the Complaint within ten working days and in so doing, shall deal with the Complaint fully, expeditiously and fairly.

Within three working days of a request by the Lead Authority, Unwin House shall provide full details of any Complaint made by a Contracting Body to the Lead Authority, including details of steps taken for its resolution.

Download Complaints Form

Last Updated 12/12/2021