SWEDA Somerset and Wessex Eating Disorders Association
"serving those affected by eating disorders"

Making a


Complaint

SWEDA aims to provide quality services to all those making contact with us. If for any reason you are not satisfied or have a concern please let us know. Most complaints can be sorted out quickly and simply, leading to a better situation for everybody.

However everyone has the right to express dissatisfaction, disquiet or concern about their experience of Somerset & Wessex Eating Disorders Association (SWEDA) and its services.

 

We hope that the following information helps to explain how to make sure your complaint is heard and dealt with as quickly and easily as possible.

Complaints are such expressions coming from outside the organisation – service users, NHS or other statutory or voluntary service colleagues’ anyone attending an event arranged by or with SWEDA, any member of the public.

The complaint may be about a service, a particular individual (paid or unpaid) working for SWEDA or on SWEDA’s behalf, or about material produced by SWEDA.

SWEDA’s policy is to regard all complaints as a constructive way to improve and develop services, and the organisation. SWEDA aims to listen to and review such expressions with openness and respect, and without judgement, reprisal or discrimination.

SWEDA aims to deal with complaints as quickly and informally as possible. Although all complaints will be reported to the Client Services Manager, only formal complaints will be recorded in detail.

• If you are unhappy about a service or an individual it is sometimes ok to tell them directly. If that is difficult, or does not sort the problem out please contact the Client Services Manager. An informal talk may result in a response straight away. Where that is not possible we will give you information about what is happening within 5 working days.

• If you are not satisfied with the result you may then make a formal complaint to the Client Services Manager. Formal complaints may be put in writing; however you are welcome to use whatever medium you are comfortable with. If your complaint is about, or concerns, the Client Services Manager, please contact SWEDA’s Chair of Trustees directly; SWEDA’s Clerical Support Worker will be able to help you to do this. Remember to keep copies of all your letters.

• You will receive a written acknowledgement within 5 working days. You will also be told who in SWEDA will liaise with you during the investigation. We aim to fully explore your complaint and give you a detailed reply within 15 working days. Any delay will be explained by your liaison worker, who you may contact at any point during this time.

• If you are dissatisfied with that result you may wish to ask the Chair of Trustees to report the matter to the Board of Trustees. This will be done at their next meeting from receiving your request. The Board meets every 6 weeks, and the date of the meeting will be confirmed to you. The Board will decide on the appropriate steps to be taken and keep you informed.

Complaints are resolved by:

• Apologies sincerely given and received
• Respecting and protecting individuals’ rights
• Accepting responsibility
• Correcting mistakes
• Making changes that show learning as a result of looking into a complaint

You will know if your complaint is resolved for you when you have a feeling of being heard and respected, of having a clearer understanding of what has happened, and can see the changes made.

If you have heard back from the Trustees, and still feel your complaint is not resolved, you may appeal about their decision.

• You must state that you want to appeal, in writing to the Chair of Trustees, within 10 working days of being told their decision.

• A Panel, of 3 Trustees, will arrange to meet with you, within 10 working days from receiving your letter. We will also ask an independent observer and let you know, in advance, who this will be. You are entitled to have an advocate or supporter with you at the meeting, or to help you in any way.

• The people involved in the complaint will be asked to come and the Panel will ask questions, and hear anything they have to say. You/your supporter will also be able to ask questions. The Panel will discuss with you your views on what has been said at this meeting.

• The Panel will then contact you, in writing, within 3 working days, giving the details of their decision about the complaint, and any action being taken. This decision will be the final one from SWEDA; there are no further in-house procedures. You would need to get advice from an organisation such as the CAB or a solicitor as to any further steps you may be able to take.

SWEDA regularly reviews complaints and procedures, and this does include checking on how complaints have been dealt with. The Client Services Manager is responsible for this, and makes sure that personal details are removed from the papers seen by the review panel so as to maintain confidentiality.

Please note: SWEDA respects confidentiality, but points out that to fully investigate a complaint some details will need to be shared within the organisation. You will be informed, in advance, about anything that is shared and who is told what.

You may have a supporter to help you during any part of the complaints procedure. This may be a friend or advisor helping to write a letter, accompanying you to any interview or meeting, or any other help you need. Advocacy services, the CAB, and other voluntary organisations offer this kind of help. It is not possible for anyone in SWEDA to help you in these ways when you are making a complaint about SWEDA.

To get in touch For Support (Frontline Services) 01458 448600 support@swedauk.org Email and Windows Live! Messenger Thursdays 4pm -7pm an answerphone is available when the helpline is closed

To book an appointment, talk or presentation 01458 448611 admin@swedauk.org Please note that we cannot offer support through the office

By Letter Strode House 10 Leigh Road STREET Somerset BA16 0HA

www.swedauk.org

SWEDA is a registered charity (No.1056441) and a company limited by guarantee (No.3208772)