Complaints Policy and Procedure 

Openness to comments and complaints provides information about how Koala NW’s work is carried out. It can assist the volunteers, staff and board of trustees to be more sensitive to a family’s needs. 

Objects of the Complaints Procedure 

The Complaints Procedure enables families being supported by Koala NW to make complaints about the service and to have their complaints considered.   

A complaint, in the context of the Procedure, is defined as:  

‘the expression of dissatisfaction with the service provided and the wish to have that dissatisfaction recorded and/or considered for improvement of the service and for the removal of dissatisfaction’. 

Relationship with the Grievance and Disciplinary Procedures 

The Complaints Procedure is separate and distinct from the Grievance and Disciplinary Procedures. 

The Grievance Procedure enables employees to raise grievances in connection with their condition of employment and other employment-related matters. The Disciplinary Procedure is used by the employer when an employee may be in breach of the terms of employment.   

However, an investigation of complaints may lead to disciplinary issues. 

The Grievance Procedure also enables volunteers to raise grievances in connection with their role as a Koala NW volunteer. 

Who may complain  

Any member of a family being supported, or a representative on behalf of any member of a family being supported by Koala NW, may make a complaint.   

Responsibility of staff and volunteers   

Koala NW staff and volunteers need to be sensitive and helpful to families, and those acting on their behalf, who express a concern.  This is part of Koala NW’s commitment to a high-quality service. Staff should give information about the Complaints Procedure and help complainants to understand and use it. 

Staff and volunteers must advise families who feel that they may have been subject to discrimination that they also have the right to use the provisions of the Equality Act 2010.  There should be no delay in giving this information since there is a three-month time limit for making applications under the Act.  However, it is up to the person concerned to decide whether to use that process and it is advisable for them to take specialist advice before proceeding. 

The CEO is responsible for ensuring the smooth working of the Complaints Procedure and updating the Board of Trustees at each Board meeting. A records of complaints and outcomes should be maintained (Complaints Register) and reported to the Internal audit and Risk Committee each time it is updated. 

 What Koala North West will do if we receive a complaint 

Stage One – The Informal Stage 

 All families are encouraged to raise informally with a staff member any matter of concern at the earliest opportunity, thereby enabling matters to be resolved without difficulty. First of all, we will try to resolve the matter by involving the Staff Member working with the family and the relevant Service Manager. The Service Manager might arrange a meeting for both the family and the staff member the complaint is about, to try to resolve the issue. Families can have a friend or relative present for this. 

 Stage Two – The Formal Investigation Stage 

If the complainant is not happy with the outcome of the first stage, the complainant will be asked to put their complaint in writing to take the complaint to the second stage. The Deputy CEO will investigate and respond within 20 working days. 

 Stage Three – The Review Panel Stage 

 If the matter still remains unresolved the complainant may refer the matter to the Appeal Committee.  This panel, which should be specifically convened to hear the complaint, should consist of the Chair of Trustees, and two other Trustees.  None of the members of the Appeal Committee should have been involved in any prior stage of the Complaints Procedure.  If the Chair has been involved, another Trustee should act in place of the Chair.  The Appeal Committee will meet, if possible, within 15 working days of the referral to consider the facts of any unresolved complaint and decide the outcome.  The complainant is entitled to attend the hearing to put forward his/her complaint and may be accompanied by a representative. 

To speak to a member of the Koala North West team, please call 01516088288.