Complaints

What is a complaint?

A complaint is any dissatisfaction raised verbally or in writing (including via email) about any aspect of our service, which you specifically ask to be addressed via our complaints policy. A copy of this policy is available upon request.

How we handle complaints

We treat a complaint as a clear expression of dissatisfaction with our service, calling for an immediate response. We will:

• Deal with it promptly, politely and – where appropriate – confidentially
• Respond in the right way – for example, with an explanation or an apology, where things have gone wrong, or by providing information about any action taken
• Keep you informed on the progress of your complaint (as far as is reasonably practicable).

We’ll give you a full written response to your complaint within ten working days of receipt, wherever possible.

When this is not possible, we’ll give you an explanation within ten days, along with a proposed schedule for our response.

Our final response will include an explanation of how to take your complaint further, if necessary.

How to make a complaint

Informal resolution

Where possible, please speak to the individual concerned or their line manager and try to resolve the complaint informally. We will try to agree a mutual understanding of the issue, including how you would like the issues to be resolved. We will then implement any agreed solution as soon as possible.

Formal complaint

If you are not satisfied with the informal procedure or wish to raise a complaint instead, please email us, call us or fill in the form below’ .

The manager assigned to investigate your complaint will contact you as soon as possible (normally within ten working days) and provide you with:

• Their contact details
• Details of the process and the anticipated timeframe for actions to be taken.

The investigation will then begin and the findings will be documented.

You will be contacted in person or by phone (where possible and appropriate) with the outcomes and resolutions. These will be confirmed in writing.

If you are unhappy with the outcomes/resolutions, the matter will be escalated to the line manager of the investigating manager. They will contact you immediately to discuss next steps.  This will usually be a face to face meeting to try and resolve the matter.

Appeal

If you are still dissatisfied, you can appeal. Your case will then be reviewed by the Chief Executive.

Inappropriate complaints

Occasionally, someone will repeatedly raise the same or similar issues, despite having received a full and complete response, and all reasonable attempts having been made to resolve their concerns. These cases will be considered carefully and on a case by case basis by the relevant Head of Department.

If you would like to register a complaint about our service, please complete the form below, call us on 0161 543 8000 or email contactpoint@carersmanchester.org.uk.

If you want to give us other feedback (a compliment, comment or concern), please use this form instead.

Complaints