Complaints procedure
Step 1 – Make a Complaint
A complaint can be made either in person or in writing (contact details, including BSL and e-mail, are given below and on our website). When a complaint is raised, staff will try to resolve it immediately to your satisfaction.
Step 2 – Apology
Staff will apologise for the fact that there was the need to complain in the first instance and explain the complaints process to you.
Step 3 – Report
Staff will report the complaint to the most senior member of staff on duty and your complaint will be logged.
Step 4 – Follow Up
You will receive formal acknowledgement of your complaint within 3 working days. This will include:
- An invitation to meet and discuss your complaint (either in person or via Zoom/Facetime). A BSL interpreter can be provided if necessary.
- Who will be investigating your complaint and how the investigation will be carried out.
- A time limit for the investigation to be concluded. This should be 28 days; however, some cases may take longer and you will be told if this will be the case.
- The complaints procedure and details of bodies you can contact if you are not happy with the outcome of the investigation.
Step 5 – Investigation
Following a full investigation, a response letter will be sent to you including:
- A summary of the issue(s) investigated
- A presentation of the findings for each issue clearly described
- A conclusion, stating clearly whether the issue is “upheld”, “partially upheld” or “not upheld”
- An explanation of the outcome and an apology where the issue is upheld and shortcomings or failings have been found
- Your rights if you are not satisfied with the outcome
Step 6 – Outcome
Your complaint will be closed once confirmation has been received that you are satisfied with the outcome. If you are not happy, SignHealth will support you to access further support.
