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Complaints Policy

Being There aims to provide high quality services that meet our service users, staff and volunteers’ needs. We believe we achieve this most of the time: if we are getting it right, we would be delighted to hear about it.

Being There is funded in part by the NHS; therefore, there are separate processes for internal (informal) complaints and formal complaints about any of our NHS funded services. The steps are written out below.

In order to ensure our service remains at a high and improving standard, we have a procedure which will allow people to let us know of any reason they are not satisfied. 

Complaining to Being There

All complaints will be treated confidentially and will not affect the service a client receives, as complaints are kept separate to client records. Complaints are logged, investigated and any further actions or responses recorded and given to the complainant as set out below.

Who Can Make A Complaint?

Anyone can complain, including young people. A family member, carer, friend, a local MP, can complain on a person’s behalf with their permission.

Making an Informal Complaint

An informal verbal complaint is raised and responded to verbally and resolved by the end of the next working day, otherwise it has to be treated as a formal complaint. All complaints are logged and responses are recorded, and used as a learning tool to improve our services.

How to make a Formal Complaint

A complaint, either verbal (in person or by telephone) or written (letter or email). You should make your complaint within 12 months of the incident, or within 12 months of the matter coming to your attention; however, this time limit can sometimes be extended, at the discretion of the Chief Executive, as long as it is still possible to investigate your complaint.

  • If a complaint is about an individual volunteer or member of staff, it should be raised with the Chief Executive (Complaints Manager). If the complaint is about the Chief Executive, it should be raised with the Chair of the Trustees.
  • If a complaint is about a service provided by us, please speak or write to the Chief Executive (Complaints Manager). Contact details below.
  • We will formally acknowledge your complaint, within 3 working days, and aim to give a response straight away, where possible.
  • In the event of us needing to undertake further enquiries into the matter, when a matter is more complex, we will keep you informed to an agreed timetable for a response.

You can make a complaint in writing to:

Karen Mercer
Chief Executive
Being There
The Grange
Pilgrim Drive
Manchester M11 3TQ

You can also make a complaint via email to: k.mercer@beingthere.org.uk or via telephone by calling: 0845 123 23 29 (please leave contact details so that we can get in touch).

Chair of Being There Trusteestrustees@beingthere.org.uk

Alternatively, if your complaint is regarding an NHS funded service and you are not comfortable complaining direct to Being There or if you feel this is not appropriate, you can raise your complaint with the local NHS Commissioner by contacting Manchester Feedback and Complaints Service on 0161 953 8388 or via email: nhscomplaints@manchester.gov.uk

Making a complaint can seem difficult, but support is available.

The Gaddum provide independent health complaints advocacy advice and support and can be contacted on 0161 834 6069, email on advocacy@gaddum.org.uk or visit their website https://www.gaddumcentre.co.uk/advocacy-service

Not satisfied with our response?

If you are not happy with the response provided to a complaint, please contact Being There in the first instance to see if the issue may be resolved. However, if you are dissatisfied with the response to your complaint and do not wish to allow Being There the opportunity to resolve with you any outstanding concerns, you also have the right to ask the Parliamentary and Health Service Ombudsman (PHSO) to review your case. The Ombudsman can be contacted at: https://www.ombudsman.org.uk/making-complaint  or by telephone on 0345 015 4033

The Ombudsman service is independent of Being There and the NHS and is the final stage of the complaints process. 

For public health services complaints, contact the Local Government Ombudsman.

The NHS Constitution sets out your rights as a patient, and explains the commitments the NHS has made to providing you with a high-quality service. Organisations providing NHS care must take account of the NHS Constitution when treating you, so you may find it helpful to refer to it if you are thinking about making a complaint.

We will always respect an individual’s privacy and any comments made about our services will be dealt with in confidence and in accordance with the GDPR rules.

Being There Complaints Manager – Karen Mercer (Chief Executive) 

Version: 5 Revised: 22/11/2021