This is the Pharmacist Support complaints policy and procedure.
1. Introduction
Whilst the charity is committed to operating to the highest standards, we recognise there may be times when someone may feel that we do not achieve the level of service expected. Pharmacist Support views complaints as an opportunity to learn and improve for the future, as well as a chance to put things right for the person that has made the complaint.
1.1 Policy statement
Our policy is:
• to provide a fair complaints procedure which is clear and easy to use for anyone wishing to
make a complaint;
• to publicise the existence of our complaints procedure so that people know how to contact us
to make a complaint;
• to make sure everyone at the charity knows what to do if a complaint is received;
• to ensure all complaints are investigated fairly and in a timely way;
• to make sure that complaints are, wherever possible, resolved and that relationships are
repaired;
• to gather information which helps us to improve what we do.
1.2 Definition of a complaint
A complaint is an expression of dissatisfaction, whether justified or not, about any aspect of thework and support provided by Pharmacist Support.
1.3 This document sets out the procedure for making a complaint about any aspect of the Charity. It also gives details of external bodies to whom complaints can be made. Our procedure covers how to deal with complaints from service users and third parties and explains what steps need to be
taken to ensure effective complaint handling.
1.4 Within the grants policy there is a detailed procedure for appeals regarding applications for financial assistance.
1.5 This procedure does not apply to the Charity’s employees who should use the Grievance Policy if they have a grievance or complaint to do with their work or the people with whom they work.
1.6 Confidentiality
All complaint information will be managed sensitively, telling only those who need to know and following any relevant data protection requirements.
1.7 The purpose of this policy is to ensure that no person coming into contact with Pharmacist Support ever feels that they have not had a positive experience or that their feedback or complaint has not been taken seriously and dealt with empathetically and efficiently. Feedback, and how we deal with it, is invaluable in helping us to continuously improve. Negative feedback and complaints are particularly helpful in pinpointing what we may be able to do better, and if we deal with complaints effectively.
2. Dealing with complaints
2.1 Complaints may be received about Pharmacist Support services, activities, including fundraising
and marketing, or any other aspect of the charity or a member of its staff or a volunteer.
2.2 Pharmacist Support takes any complaint seriously. All complaints will be dealt with fairly and in a timely manner. It is our intention that complaints are resolved to the satisfaction of all parties and that lessons are learned and used to inform and improve our practices.
2.3 The Charity will respond to all complaints, whether received formally or informally through our complaints’ procedure.
3. Informal complaints
3.1 Pharmacist Support recognises that a complaint may be received via an informal route, for example, in person, by telephone, through social media or via a feedback survey. Where the
complainant’s contact details are available, the complaint will be acknowledged as soon as possible and passed to the appropriate person (see section 6 – Responsibility for responses to
complaints section) who will contact the complainant within five working days to attempt to resolve the issue at this stage.
3.2 The complaint and outcome of the response will be recorded, and the complainant given details of how to make a formal complaint if they are not satisfied with the response.
4. Formal complaints procedure
4.1 The complaints procedure is intended to be fair, clear, and easy to use. There are two stages and details of who will deal with a complaint at each stage are given in the appropriate sections
below.
4.2 Stage 1
4.2.1 Written complaints should be emailed to the charity (the e-mail can be sent via the channel they have been using) and passed to the appropriate person (outlined in section 6) who will: –
• record the complaint
• acknowledge the complaint within five working days and inform the complainant of
when they should receive a response and from whom. This should normally be within
a further ten working days
• respond to the complaint.
4.2.2 The appropriate person should investigate, including speaking to any other relevant individuals and respond. If it is not possible to respond fully within the timescale, a progress report should be sent with an indication of when a final response will be sent. The response should set out what was done to investigate the complaint and what conclusion(s) were drawn and should detail any resulting actions taken.
4.3 Stage 2
4.3.1 If the complainant is not satisfied with the response, they can ask for their complaint to be reconsidered. They should request this in writing providing details of why they are still dissatisfied and email this to the Chief Executive (Deputy Chief Executive in their absence).
4.3.2 The request and complaint will be passed to the Chief Executive or Deputy Chief Executive who will respond to the appeal within 10 working days of receiving it. If it is not possible to respond fully within this timescale, a progress report should be sent with an indication of when a final response will be sent.
4.3.3 This decision is final.
5. Complaining to an external body
5.1 At the conclusion of stage 2, the complainant will also be given details of appropriate external bodies to whom they can address their complaint if they are still not satisfied.
6. Responsibility for responses to complaints
6.1 Complaints about services – complaints about the Charity’s services will be dealt with in the first instance by the Service Support Senior Manager. A complaint that goes to stage 2 will be dealt
with by the Chief Executive or Deputy Chief Executive.
6.2 Complaints about fundraising activities – complaints about the Charity’s fundraising will be dealt with in the first instance by the Marketing and Communications Senior Manager. A complaint that goes to stage 2 will be dealt with by the Chief Executive or Deputy Chief Executive.
6.3 Complaints about marketing – complaints about the Charity’s marketing activities will be dealt with in the first instance by the Marketing and Communications Senior Manager. A complaint that goes to stage 2 will be dealt with by the Chief Executive or Deputy Chief Executive.
6.4 Complaints about a volunteer (not including trustees) – complaints about a charity volunteer will be dealt with in the first instance by the Volunteer Officer. A complaint that goes to stage 2 will be dealt with by the Chief Executive or Deputy Chief Executive.
6.5 Complaints about a member of staff or trustee – complaints about a member of the Charity’s staff or a trustee will be dealt with in the first instance by the Chief Executive, unless the Chief
Executive is the subject of the complaint, in which case the complaint will be dealt with by the Chair or a nominated Trustee, and this will be the only stage. A complaint that goes to stage 2 will
be dealt with by the Chair or a nominated Trustee. Where the Chair is the subject of the complaint, a nominated Trustee will deal with the complaint.
6.6 Other complaints – all other complaints will be dealt with in the first instance by the Chief Executive or Deputy Chief Executive. A complaint that goes to stage 2 will be dealt with by a
nominated Trustee.
7. Monitoring and Learning
Where a complaint has been reported, once the complaints procedure has been completed, those involved in the complaints process and at least one other member of staff will undertake a reflective practice session to identify any learning from the complaint. The conclusions of this session will be documented and where necessary, processes and procedures will be amended to implement any recommendations.
8. External bodies
8.1 There are a number of external bodies that can deal with complaints about certain issues. The list here is not exhaustive but includes key bodies.
8.2 The Charity Commission (CC) registers and regulates charities in England and Wales and serious concerns about a charity can be reported to it. There is a form on the CC website for this purpose: https://www.gov.uk/complain-about-charity
8.3 For complaints relating to fundraising, a complainant can contact the Fundraising Regulator (FR). Pharmacist Support is registered with the FR, who requires that complainants should take up their complaint with the organisation in question, prior to raising it with the FR and sets time limits for the raising of and responding to complaints. https://www.fundraisingregulator.org.uk/service/complaints-and-investigations/make-complaint
8.4 For complaints about advertising, the complainant can contact the Advertising Standards Authority. https://www.asa.org.uk/make-a-complaint.html
8.5 For complaints about information rights practice, for example, unwanted marketing, concerns about how an organisation has handled someone’s personal data, problems accessing information and data protection issues, the complainant can contact the Information Commissioner’s Office. https://ico.org.uk/concerns/
8.6 To make a complaint about a limited company or to report fraud, complainants can contact Companies House. https://www.gov.uk/government/organisations/companies
house/about/complaints-procedure