Complaints procedure

1. Introduction

If you have a complaint about Hoo Peninsula Cares CIC (wHoo Cares), we want to hear about it and we will do our best to put it right.

Our External Complaints Procedure has the following goals:

  • To deal with complaints fairly, efficiently and effectively;

  • To ensure that all complaints are handled in a consistent manner throughout;

  • To increase customer satisfaction;

  • To use complaints constructively in the planning and improvement of all services.

2. Who can complain?

Anyone who:

  • is receiving a service from wHoo Cares

  • is caring for someone who has a complaint

  • has been refused a service which they think they may need

  • has donated money

Please note: employees and volunteer Community Supporters should refer to wHoo Cares’ Grievance Policy 005.

3. How to complain

wHoo Cares would like to sort out any complaint as soon as possible.

Many complaints can be resolved informally. In the first instance contact wHoo Cares and, if you feel able, speak to the member of staff who is working with you or ask to speak to his/her manager, who will try to sort the matter out.

If you make contact in person or by phone, make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.

If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint.

Send your complaint by email to enquiries@whoocares.org.uk or by post to 38 Chapel Road, Isle of Grain ME3 0BZ.

4. What Happens Next?

You will receive acknowledgement of your complaint within 5 working days. You may be contacted to make sure that we have understood your complaint properly. You may be interviewed by the person investigating the complaint.

You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.

5. Does this always happen?

In all cases, a complaint will be given full and fair consideration.However, if as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply.

If a criminal offence is alleged, then the police will be informed.

6. Can you take your complaint elsewhere?

Yes. To find out more about making a complaint about a community interest company: https://www.gov.uk/government/organisations/office-of-the-regulator-of-community-interest-companies/about/complaints-procedure