Supporting Communities is committed to delivering high-quality, independent and professional support to the communities with which we engage.

We value all feedback from service users, partners and stakeholders as it helps us monitor performance, recognise good practice and continuously improve the services we provide.

Complaints Procedure

If you are unhappy with any aspect of our service, we suggest you first contact the staff member involved to find out whether the matter can be resolved to your satisfaction.

If you remain dissatisfied or do not wish to speak with the staff member involved, you may speak to a member of our Senior Management Team or proceed to the formal complaints process.

If you are not happy with the response received, or if you do not know which member of staff to contact, please follow the steps outlined below:

Submitting a formal complaint:

1. Complaints should be submitted in writing to the Head of Finance and Governance, marked “Private and Confidential – Complaint.”

An acknowledgement will be issued within 5 working days.

2. The complaint will be recorded on the ‘Complaints Register’ and forwarded to the appropriate Line Manager for investigation.

3. If the complaint relates to either the Chief Executive or Head of Finance & Governance, it will be passed on to the Governance, Remuneration and Disciplinary Sub-Committee for investigation.

4. A full written response will be provided within 15 working days. If additional time is required, you will be notified.

5. The Head of Finance and Governance will ensure the process has been followed fairly and objectively and that the complainant is satisfied with the outcome.

6. Should you remain dissatisfied, you may request that your complaint be referred to a Complaints Panel consisting of either the Chair or Vice-Chair of the Supporting Communities Board.

7. You will be notified of the Complaints Panel meeting date should you wish to attend. You may also be accompanied by someone for support.

8. You will be notified of the Complaints Panel's decision within one week of the meeting.

9. Supporting Communities will not investigate persistent or unreasonable complaints.

Supporting Communities will ensure that:

  • Complaints are taken seriously, dealt with promptly and professionally.

  • Complainants are treated fairly with dignity and respect.

  • Complaints are handled sensitively and the details shared with those involved.

  • Complaints are filed securely, reviewed after one year to ensure no further action is required and then destroyed in accordance with Data Protection guidelines.

  • Mistakes are acknowledged and corrected wherever possible to improve future service delivery.