Evergreen Care UK 
Make a Complaint

Evergreen Care UK (ECUK) views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person or organization that has made the complaint. Evergreen welcomes feedback from individuals, users of our services, stakeholders, funding bodies and anyone who works with us, on all aspects of our services. Such feedback is invaluable in helping us evaluate and improve our work.

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Our Policy:

• To provide a fair complaints procedure which is clear and easy to use for anyone
  wishing to make a complaint.

•  To publicize the existence of our complaints procedure so that people know how to
  contact us to make a complaint.

•  To make sure everyone at ECUK knows what to do if a complaint is received.

•  To make sure all complaints are investigated fairly and in a timely way.

•  To make sure that complaints are, wherever possible, resolved and that relationships
  are repaired.

•  To gather information which helps us to improve what we do.

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The Definition of a Complaint:

Any formal expression either verbal or in writing of dissatisfaction by an individual, whether justified or not, about any aspect of ECUK.

An individual may make a complaint if they feel ECUK has:

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• Failed to provide a service or an acceptable standard of service or made a mistake in
  the way the service was provided.

• Failed to act in a proper way.

• Provided an unfair service.

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Concerns vs Complaint:

Where concerns expressed informally by individual, taking informal concerns seriously at the earliest stage will reduce the likelihood of their developing into formal complaints.

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Concerns about ECUK staff, please contact ECUK using the contact details below as soon as possible, so they can quickly understand your concerns and try to put things right.

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Concerns raised by staff, clients and/ or family members, about third parties’ individuals i.e. other care providers, individuals or groups, should contact ECUK using the contact details below as soon as possible, so they can quickly understand your concerns and try to put things right.

If you are not happy with the response to your concern and/or you want to make a formal complaint, please follow the procedure below.

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Where Complaints Come From:

Complaints may come from any person or organization who has a legitimate interest in ECUK. A complaint can be received verbally, by phone, by e mail or in writing. This policy does not cover complaints from staff or volunteers who should use ECUK’s Discipline and Grievance policies.

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Who Deals with Complaints?

The Complaint will be dealt with by the Chief Operating Officer. If the complaint relates to the Chief Operating Officer it will be dealt with by the Chief Executive. If the complaint is about the Chief Executive, it will be dealt with by the Chair of Trustees.

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Complaints Procedure:

Individuals wishing to make a complaint should contact The Head Office, either, by phone, email or by letter.

Contact Details:

• Telephone: 01322 431 765

• Email:Info@evergreencareuk.org or operations@evergreencareuk.org

• Post: Evergreen Care UK, Wilmington Community Church, Broad Lane, Dartford, DA2 7AQ.

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Stage One: Compliant:

The complaint should include the complainants name and address, the nature and date of the complaint and how they want to see it resolved. The complaints form can be requested and can be sent to the complainant.

On receipt, each complaint will be allocated a reference number and logged on the complaints register. Complainants must receive an acknowledgement within 3 working days of receipt of the complaint.

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Stage Two: Investigation:

All complaints at this stage should be dealt with by the Chief Operating Officer. If they need to meet with the complainant, they will do so within seven working days of receiving the written complaint.

Complaints will be fully investigated, and a written response provided to the complainant within ten working days.

The complainant will receive written confirmation of the outcome of any investigation any recommendations/remedies made, such as reviewing of policies, staff development and training or appropriate improvement to our services.

If an individual remains dissatisfied with the outcome from Stage Two they can appeal within fourteen working days of the date of the outcome and progress to Stage Three.

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Stage Three: Appeal:

If the complaint cannot be resolved to the complainant’s satisfaction at stage two, or if the manager feels that the complaint is of a very serious nature or concerns a service leader then it will be referred to the Chief Executive.

If the complaint is about the Chief Executive, then the matter will be discussed with The Chair of Trustee.

The Chief Executive and/or Trustees will acknowledge receipt within three working days, they will review the Stage Two investigation and recommend actions.

The complainant should be informed in writing of the outcome of stage three, the decision reached about this complaint will then be final.

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Data Protection:

To process a complaint ECUK will hold personal data about the complainant, which the individual provides, and which other people give in response to the complaint. We will hold this data securely and only use it to address the complaint. The identity of the person making the complaint will only be 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 circumstances where allegations are made which involve the conduct or legality of third parties.

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