Comments & Complaints Policy

Policy Statement

NWAAA believes in improving quality for all the people who benefit from the organisation. We seek feedback on services in a range of ways and recognise that this can take the form of both positive and negative feedback. Although we aim to provide a high standard of services, we recognise that we may from time to time get things wrong, or that misunderstandings may occur.

We will accept a comment or complaint from anyone who:

• Receives a service from NWAAA
• Is interested in the welfare of someone receiving a service from NWAAA
• Has been refused a service from NWAAA
• Has worked with NWAAA in a professional capacity

Comments & Suggestions

Comments and suggestions are views about what we do well, what people might have liked about our service, or what they think we could do better. The management of NWAAA will use these to inform service development and delivery.

You can share feedback in the following ways:

• Via the feedback page on our website at www.nwaaa.wales
• By completing the feedback form given to all advocacy-partners on case closure
• Through our general enquiry email
• Through conversation with advocates or any member of staff

All feedback will be recorded and stored for up to one year and considered as part of our reflective practice and service improvement agenda.

What is a Complaint?

A complaint is an expression of dissatisfaction with the services or work carried out by us. Complaints can be made formally or informally, but all complaints will be taken seriously. Anyone making a complaint should give as much detail as possible about the issue, including any specific incidents that occurred.

• A more official way of raising a concern. Appropriate where someone is unsatisfied with an informal outcome, the seriousness warrants formality, or they are not comfortable addressing the complaint informally. Formal complaints should be made directly to the Manager.

Formal complaints about the management of the organisation should be made directly to the Chair of the Board of Trustees at the address above.

Stage 1 — Formal complaint to management

A senior member of staff will acknowledge receipt and send a full response within 28 days. The response will detail the nature of the complaint, the investigation carried out, the findings, whether the complaint is upheld, and any actions to be taken. If unsatisfied, you may request the complaint progresses to Stage 2 within 28 days of the response.

Stage 2 — Board of Trustees review

If Stage 1 fails to resolve the issue, the complaint is transferred to the Board of Trustees, who will establish whether the initial complaint handling was carried out to an acceptable standard. A full response will be given within 28 days of the Stage 2 complaint being received.

Stage 3 — External escalation

If still unhappy, you will be signposted to relevant external agencies, which may include funding bodies, statutory agencies and regulators, the Charities Commission, and Companies House.

• We want to make it as easy as possible for you to raise a concern. You can:

  • Ask us for a copy of our complaints procedure
  • Ask us for a Plain Language guide to making a complaint
  • Ask us to find someone independent to help you make the complaint

Copies of this Policy and Procedures are freely available to anyone on request. All staff will inform service users of the complaints and comments process in their initial meetings and through our leaflets and supporting documents.