Complaints

If you are unhappy with the service you have received, please write to the Operations Manager, Splitz Support Service, 29 Duke Street, Trowbridge, BA14 8EA. We will acknowledge your complaint within 10 working days. We may ask you for further details to help in the understanding and consideration of the complaint. All correspondence relating to the complaint will be kept in our Complaints file. We will keep our trustees informed of the number and nature of any complaints.

Initial Complaint

An investigation shall be undertaken regarding the circumstances leading to the complaint. The Operations Manager will provide a written response within 4 weeks of receiving complete details. There will be a clear explanation of any action that will be taken, noting action already taken.

Second Stage

If you are not satisfied with the result of the investigation or the way your complaint has been dealt with, you have the right to appeal. You should write to the Executive Director. Please let us know if you require assistance with this.

The Executive Director will write to you within 7 working days acknowledging receipt of your appeal. The Executive Director will also inform you that you will receive a written response within 4 weeks with an explanation of all findings and any actions taken or that will be taken. You may be asked to provide further information to help us clarify any issues.

Appeals Procedure

First Contact

You have the right to make an appeal against a decision concerning your support. The appeal should, in the first instance, be made to the Project Coordinator. This can be made in writing, by email, fax or telephone. If you need help to do this please tell us.

On receipt of such an appeal message the Project Coordinator will make a record of all proceedings. The Project Coordinator may be able to negotiate a solution that will meet your needs. If an offer is made it will be documented, and whether you choose to accept it or not.

Second Contact

If the initial approach fails, or you make a direct appeal, the Project Coordinator will start formal appeal proceedings. You will be required to submit a letter outlining your case. If you need help to write this letter please tell us. Your letter should contain as much of the following as possible:

• Your details: name, address, phone details
• Your support worker’s details: name
• Circumstances surrounding your support needs
• Any details of services offered or support being given
• Reason given for refusal of service
• Reason for appeal

The Operations Manager will request a written statement from your support worker concerning the events surrounding the refusal of services.

Appeals Proceedings

On receipt of a letter of appeal, the Project Coordinator will:

• Record letter in Appeals and Complaints Log
• Inform the Operations Manager
• Prepare an Appeals Panel (the panel is to consist of 3 people: the Operations Manager, a trustee or independent staff member, and an independent adviser)
• Prepare documentation for the appeals panel (copy of letter of appeal, copy of support worker’s statement, copy of appeals proceedings, other documentation or legal guidance)
• Inform all parties of date and venue of appeal hearing.

Decisions

It is expected that the panel will make a decision on the day, and this will be given to all parties in writing.