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Complaint/Suggestion Policy for Service Users, Other Agencies and Organisations.

Approaching our work with responsibility and awareness demonstrates accountability, transparency and an openness to dialogue. One in Four actively encourages people to raise any concerns, difficulties, issues or comments they might have in relation to the service.

One in Four respects the individual’s right to voice and seek a response to such complaints and suggestions as a means by which users of our service and indeed the wider community can say what they think of the services we deliver and the way in which we deliver this service. 

One in Four also sees complaints and suggestions as a way to enable the organisation to better understand individual client needs and expectations and become more responsive to them. In addition it gives us the opportunity to examine our procedures and practice which is essential to the ongoing development of the service and reflects our commitment to best practice.

One in Four has developed systems, both formal and informal, for individuals to express their views about the organisation and its services and to ensure that they receive a clear and considered response to such views.

Clients may use the suggestions box in The Nest (quiet space) to make an informal complaint or suggestion. Alternatively individuals can speak to/email a member of staff.

Whichever method they choose the organisation will endeavor to ensure that their complaint or suggestion will be heard and respected and when appropriate, or if they ask us to, we will respond to them informing them of the steps taken by the organisation or the steps being considered by the organisation.

Formal Complaint

If an individual wishes to make a formal complaint about services, other service users, volunteers or staff members, they will be encouraged to contact the office directly and promptly. In some instances they may be asked to put the complaint in writing. If they need assistance with writing the complaint the organisation will provide a suitable person to assist in this process.

One in Four is committed to ensuring that individuals feel comfortable accessing the service after a complaint has been lodged and are not negatively affected by the making of such a complaint.

In cases where the complaint involves any criminal allegations, the matter is immediately referred to an appropriate external body for investigation and will also be investigated internally.

Confidentiality regarding all complaints will be maintained where possible except where permission is gained from the individual making the complaint to give information to other parties in the interest of resolving complaints. In cases of complaints that relate to illegal activity, confidentiality cannot be assured. All such complaints are referred to an appropriate external body.

One in Four will maintain a record of all complaints and suggestions including any findings and outcomes.

Principles applied to all complaints

2.2. Complaints Procedure

The complaints procedure exists to provide a process by which a complaint can be made regarding treatment by a member of staff at One In Four.

Stage1. Informal Approach

If you have a complaint you should where possible discuss it first with the person concerned. If you are unable to resolve the matter you should then consult the manager responsible for the service related to your complaint, i.e. if your complaint is related to your psychotherapist you should consult the Clinical Director, who will ensure that every effort is made to resolve the complaint at this stage without referring to the formal complaint procedure. A meeting will be held within 14 days of receiving the complaint to resolve the problem. If the complaint is with the manager responsible for the service and you have been unable to resolve it, then you contact their manager.

2. Formal Approach

If the matter is not resolved at stage 1, you should raise the matter with the Director. You may do this anytime within 21 days of the completion of stage 1. Should you wish to take it further; the Director will ask you to put the complaint in writing. On receipt of your letter, the Director will arrange a further meeting with you to try to resolve the issue.

 3. Further Investigation.

If the complaint fails to be resolved at Stage 2, it can be referred to the Director within 21 days of receipt of the decision. The matter will be investigated and a response given within 21 days.

4. Final Appeal

If the complaint is not resolved at Stage, 1, 2 and 3, the final stage is to take the complaint to the Board of Directors. This must be in writing and received within 21 days of Stage 3 being concluded. The matter will be investigated by a panel nominated by the Board and a response given within a further 21 days.

At any stage of the process, if the complaint is deemed to be so serious as to demand investigation, One in Four may decide to initiate this procedure as a formal complaint at stage 1 and request that you assist in investigating the matter. If you do not decide to peruse the complaint One in Four, may, in order to maintain the integrity of the organisation and our work, proceed with an investigation without your input. We will inform you of the outcome of this investigation once a final decision has been made.

If your complaint is with the person responsible for any stage of this procedure it must be referred on to the person responsible for the next stage of the complaint.

All complaints must be notified to the Director or Board of Directors.

 
 

Contact information

Support and resources for people who have experienced sexual abuse and/or sexual violence.