Supporting People

Complaints and Compliments

Download a Copy of the 'Complaints and Compliments' Leaflet 174.43 KB

• Aim
• What is a complaint?
• Who can make a complaint or compliment
• Confidentiality
• How can I make a complaint or compliment?
• How do you contact the Supporting People Team?
• What if you are still not happy?
• What will happen when you complain to the Supporting People Team?
• Equal Opportunities
• Thank You

Aim

The Supporting People team want to make services better.

We welcome any complaints or compliments you have as they will help us to make the services you receive better.

What is a complaint?

A complaint is... Anything about a service or the person providing the service which you are not happy about.

Who can make a complaint or compliment?

Anyone who receives a service funded by Tameside Council’s Supporting People programme can make a complaint, suggestion or compliment about that service. Also, anyone who has been refused a service can complain about that refusal. Your carer, friend or relative can make a complaint, suggestion or compliment on your behalf.

Confidentiality

You have a right for your complaint to be treated confidentially. This means that if you don’t want your service to know who made the complaint, this will be kept secret.

How can I make a complaint or compliment?

To The Service Provider

Complaints should be made in the first instance directly to your Service Provider. This means staff at the service or the manager of the service. That person is then responsible for making sure your complaint is looked at through their own complaints procedure.

Your Support Worker or Scheme Manager should have provided you with information on the Provider’s Complaints Procedure as part of your induction or welcome pack. If you have not been provided with this information please let the Supporting People team know. If you want to compliment a provider on the service you receive, you should make it to them directly.

To The Supporting People Team

If you feel unable to speak to your Service Provider or are not happy with the way in which your complaint has been handled you can make your complaint or compliment to the Supporting People team in the following ways:

• Contact the Supporting People team by telephone
• Email the Supporting People team
• Raise your complaint with a member of the Supporting People team as part of a Contract Monitoring visit.

You should also follow this procedure if you awant to complain about someone in the Supporting People team.

Supporting People will make sure that something has change for the better following your complaint and will ask your service provider to let us know what happens.

How do you contact the Supporting People Team?

Please use the details at the bottom of the page.

You can also complain to Tameside Adult Services Complaints Manager.

What if you are still not happy?

A Manager from the Supporting People team will investigate your complaint, and aim to respond to you within 5 working days. Where we cannot provide a full response within that time, we will keep you regularly updated of progress until your complaint is fully investigated.

Please remember that all complaints, suggestions and compliments are dealt with in the strictest confidence.

What will happen when you complain to the Supporting People Team?

If you are not happy with the time we took to respond, with the way we kept you informed, or how you were dealt with, you can take your complaint to the next stage which will involve referring your complaint to a Senior Manager.

The Manager will investigate your complaint, and reply to you within 20 working days.

Sometimes delays are unavoidable, but if we need longer to resolve your complaint we will explain the reasons for any delay and update you on progress at regular intervals.

You can also refer your complaint to:

• Your Ward Councillor.
• The Local Government Ombudsman - www.lgo.org.uk
• You can also raise your complaint at your local District Assembly.

Equal Opportunities

The Supporting People team is committed to giving an equal service to all. This means we will not treat you any differently because of your sex, colour, race, nationality, ethnic group, regional or national origin, age, marital status, disability, political or religious belief, sexuality or class.

This information can be made available in Braille, or large print and in community languages.

Please contact the Supporting People team if you nee d this.

Thank You

For taking time to help us improve the services we deliver.

Contact Information
Send us a Message	Supporting People (Freepost) Room 3.41 Tameside MBC Council Offices Wellington Road Ashton under Lyne Lancs OL6 6DL View local map
0161 342 3267 Freephone: 0800 0407013
0161 342 2868