caba is committed to providing its volunteers, members, delegates, clients and partners with the best possible service, which meets your needs, and ensures that you are treated fairly and with respect.
We strive to provide quality services in line with the caba values of integrity, teamwork and respect, but recognise that sometimes things can go wrong, or you may become unhappy with the service you receive. We encourage feedback so we can continually improve our service to you.
The purpose of this policy is to provide a framework for dealing with complaints, which can be given verbally, by phone, email or in writing.
If you wish to make a complaint, we will ensure that:
2. What can you complain about?
You can complain about caba's published policies, services or actions.
We can’t accept complaints about eligibility as our charitable objectives clearly state who we are here to support.
A carer, friend or advocate can also complain on your behalf, as long as they have your permission.
Complaints should be made within 6 months of the matter occurring or from the date it came to your notice.
We will acknowledge your complaint within 5 working days and provide a full response within 20 working days after our acknowledgement, in complex complaints it might take longer, we will agree timescales with you.
4. Complaints process
You can make a complaint by telephone, by email or by post.
Your complaint will be passed to the most appropriate person, who will:
If you are not satisfied with the outcome you can appeal; see Section 5 below.
To appeal, please contact our Executive Officer in writing, email or by phone (details below).
Your complaint and appeal will be passed to a member of the Executive team who will write and inform you that they will be reviewing your appeal.
They will investigate the facts of the case. This may involve reviewing the paperwork of the case and speaking with the person who dealt with the formal complaint. They will write to you with the outcome of their investigation which will include::
6. Complain about the handling of your complaint
If you feel your case is still unresolved, you can ask the President of the Board of Trustees to review your complaint and act as an arbitrator. The decision of the President is final and can only take into account the handling, not the substance of the complaint. A copy of the review will be sent to you (the complainant) and the Chief Executive.
There are independent organisations to whom you can complain about specific services. These are:
7. Complaints about the President or Trustees
If your complaint is about the President, one or both of the Vice Presidents will manage the complaint. If your complaint is about the Trustees generally, the President will manage the complaint.
8. Contact details for making a complaint
Old Leicester Road
+44 (0)1788 556 366
Annually, the Chief Executive reviews and summarises all complaints received in the year and presents the findings to the Board, along with any appropriate recommendations.
Review date: May 2022